Customer Advocate Associate

• As a member of the Voice of the Customer team, responsible for capturing customer issues and working with the customer and business to resolve. Act as a direct interface to our customers in resolving issues and providing an optimal customer experience.
• Performs problem solving and trouble shooting of escalated complex customer issues (including but not limited to: tracking of packages, out of stock issues, payment discrepancies, returns, product inquiries and pricing).
• Interacts with appropriate department/person to recommend actions to achieve resolution and customer satisfaction. Submissions that require interdepartmental action are forwarded to the appropriate department/person.
• Identify and document current trends from customer entries.
• Enters customer data in the system in an accurate and timely manner and tracks issues to closure.

• May modify processes to resolve situations.
• Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process.
• Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees' professional development but does not have hiring/firing authority.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
• No travel required.

• Technical certification or associate degree may be required in some areas. Generally 5-7 years of experience in a related area of responsibility.

For CA, CO, CT, MD, NJ, NV, NY, OH, RI, WA Job Seekers:

Pay Range

HDS provides the following benefits to all permanent full-time associates:

• Medical (with Prescription drug coverage), dental, and vision plans

• Health care and Dependent Care FSA (as applicable)

• 401(K) with company match

• Paid Holiday, Vacation, Personal Time, and Wellness Day

• Paid Sick Time

• Life and Accidental Death & Dismemberment Insurance

• Short and Long-term Disability Insurance

• Critical Illness Insurance

• Accident Insurance

• Whole Life insurance

• Commuter Benefits

• Tuition Reimbursement

• Employee Assistance Program

• Adoption and Surrogacy Assistance

CA, CO, CT, MD, NJ, NV, NY, OH, RI, WA law requires the posting of the potential salary range for advertised jobs. Individual base pay is determined based on a variety of elements including market data, experience, skills, internal equity and other factors.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.