Service Desk Supervisor

3 weeks ago

Victoria BC, Canada The Home Depot Full time €23

Service Desk Department Supervisor: Full Time - LANGFORD Job At The Home Depot in Victoria, BCV9B 3R3
263751BR Retail Store Opportunities Full-Time SALARY: Department Supervisors customarily work a flexible schedule, requiring both daytime and evening availability and shifts could be scheduled on any day of the week. In addition to being familiar with and able to perform the functions of the majority of other store positions; In the Service Department, Supervisors are responsible for leading the stores efforts at following through on special order and install sales from beginning to end. They ensure that Customers receive both the products they ordered and the services they requested in a timely and accurate manner. Department Supervisors customarily work a flexible schedule, requiring both daytime and evening availability and shifts could be scheduled on any day of the week. In addition to being familiar with and able to perform the functions of the majority of other store positions; In the Service Department, Supervisors are responsible for leading the stores efforts at following through on special order and install sales from beginning to end. They ensure that Customers receive both the products they ordered and the services they requested in a timely and accurate manner. Special Services Supervisors will interact with Vendors, Installers, Associates in the store, trucking/shipping companies and the Customers themselves to ensure that excellent customer service is achieved. The front end is the last opportunity we have to thank our customers and show them we appreciate their business. In the Front End, Supervisors are accountable to ensure this occurs by carrying out the responsibilities listed in this description as well as holding the Front End Associates accountable to effectively carry out their duties and responsibilities. The Department Supervisor in this area is primarily responsible for ensuring that outstanding service is provided to both external and internal Customers. The Department Supervisor must have thorough knowledge of all policies, procedures and duties related to Customer transactions, cash handling, the service desk and lot. Other key responsibilities include supervising and training Front End Associates (includes Head Cashier, Cashier and Lot Associates), setting clear performance expectations and regularly documenting performance as well as writing and delivering performance feedback. The Department Supervisor provides timely recognition for a job well done maintains adequate coverage through scheduling and ensures excellent customer service for Front End and Service Department operations at all times.
Following-up on hot Customer issues first (issue that make the hit list) and own the resolution process inside the store to ensure customer satisfaction is achieved
• Walking Departments from the Customer Experience perspective daily, ensuring Grand Opening Day readiness, ad execution (per Playbook) and flyer readiness
• Ensuring all Home Depot Standard Operating Procedures and policies in the Code of Conduct are communicated and adhered to by Associates
• Managing Associate performance through communication of responsibilities and goals, reward and recognition, documenting and evaluating performance, providing informal and formal performance-based feedback, completing Associate Reviews and Performance Appraisals and providing appropriate follow up
• Developing Associates talent by provide input to Assistant Store Manager, Store Manager and HR Manager regarding promotion, performance appraisal and/or professional development of Associates in department and conducting interviews for applicants
• Providing Associates with the training, information, tools, coaching, guidance, encouragement and recognition needed to meet expectations and/or take on higher levels of responsibility within store
• Develop and maintain strong business partnerships with internal and external partners to ensure that merchandise is optimally staged, ordering issues are promptly addressed, etc.
• Communicating store sales, event and promotional activity (Monthly Playbook) through Rallies, regular department meetings a communication binder
• Reviewing and reconcile sales, inventory and other reports as they relate to Key Performance Indicators for assigned department in order to maintain profitability, identify trends, define problems and develop and implement appropriate actions
• Ensure that all Safety and Asset Protection standards and protocols are clearly communicated and followed, training is completed, proper PPE is available and used, and ensure a safe and clean working and shopping environment is maintained and Associates are held accountable to address unsafe work or customer practices
• May be asked to represent the store as a key carrying/manager-on-duty (e.g., opening and closing store, signing for deliveries and price reductions, handling store level complaints in person or over phone)
Must fulfill Minimum time in position and performance management code requirements of V1 (or P3 in previous system)
• Ability to work a flexible schedule including evenings and weekends
• Excellent communication skills and customer service skills
•

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