Universal Pro Associate

5 months ago

Winnipeg, Canada The Home Depot Canada Full time

**JOB DESCRIPTION: UNIVERSAL PRO ASSOCIATE (U.P.A.)**

**Job Overview**
Universal Pro Associates (UPA) are responsible for providing outstanding customer service and ensuring Pro customer’s transactions are handled quickly and accurately. The Universal Pro Associate will drive customer acquisitions by asking probing project questions and being knowledgeable about Pro and loyalty programs. Supporting the Pro desk by maintaining department standards of the Pro desk area and lumber canopy, offering loading and order picking assistance as needed, and will transition Pro customers to the PASA for more complex orders.
Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies and standards, completing specified safety training, immediately correcting hazards and unsafe conditions or reporting conditions to the Manager on Duty, and working safely as not to endanger themselves, coworkers, vendors, or customers.
**Primary Tasks, Responsibilities & Key Accountabilities**:
Universal Pro Associates should greet, engage and thank every customer. While processing sales transactions, perform fast and accurate customer service during all customers interactions including POS register/COM check out, phone sales transactions, customer inquiries, and ensuring BOPIS/will call/delivery transactions are performed timely; respond to general Pro desk questions, remain up to date on Pro-related product/program knowledge to assist with customer questions and project inquiries.
Assist PASAs in driving Pro loyalty programs by increasing Pro Xtra registration, Local Pro, HDCC sign ups, and utilize Pro programs (Pro volume pricing, bulk, etc.) to drive sales.

Follow all safety policies and procedures, and work in a safe manner when completing all tasks; follow all work policies, supports guidelines outlined in Code of Conduct, and adhere to work schedule; cooperate with associates, supervisors, and managers, and complete work activities as assigned.
Use proper PPE (Personal Protective Equipment) and safe lifting techniques; ensure that the contractor loading area is safe and uncluttered; offer assistance to Pro customers who are shopping in an unsafe manner; immediately correct unsafe conditions or notify Manager on Duty;
Expectations for Universal Pro Associates include the following:

- Demonstrate selling behaviours by being available and engaged with customers, to identify Pro’s needs and provide fast and accurate transactions.
- Standards: ensure ProDesk, off-shelf and lumber canopy are well stocked, faced with adequate signage.
- Welcome Pro customers to the Pro Desk to deliver speed of checkout: process customer orders accurately, quickly, and safely using processes and techniques outlined in Cashier training.

Responsibilities for Universal Pro Associates include the following:

- Support the Pro business by focusing on transactional sales (register, phone, BOPIS) and follow up on current and future deliveries.
- Solve for the needs of the Pro by connecting them to the right products and services using:

- Excellent customer service
- Extended assortment - basic knowledge of Pro volume pricing, facility maintenance extended assortment online and homedepot.ca
- Pro services - basic knowledge of the Pro online experience, bulk pricing, delivery, Pro Xtra, Local Pro and Rental
- Identify high transactional, high spending Pros who may not work with Pro desk and build connection with the PASAs using warm hand-off techniques.
- Ensure that all Pro merchandising areas (Pro desk, commercial registers, Pro picks) remain full, neat and easy to shop.
- Greet customers in front of the Pro desk, unless directly helping a Pro.
- Support Local Pro onboarding.
- Build strong relationships by knowing the top Pro customers by name.
- Support D78 with open and close contracts.

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