Customer Care Associate II (USABlueBook) - Waukegan, IL

Company OverviewUSABlueBook is the recognized source of products and technical support for professional water and wastewater operators. As the company founded by utility operators, for utility operators. It is our goal to remain the industry’s top technical and customer service leader.USABlueBook ( www.usabluebook.com ) is a division of HD Supply. More About USABlueBookUSABlueBook was founded in 1991 when a certified operator, realizing there was no single-source supplier to meet all of this product needs, decided to start a company that would do just that. It was his dedication to providing exceptional service and support to water and wastewater operators everywhere that made USABlueBook what it is today. As we continue to expand, our main goal stays the same - to make sure that all of our customers “Get the Best Treatment!”PositionRemote (Onsite/hybrid when/as needed).Need to be within driving distance of Waukegan.Provide customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge on 20,000 products and 3 catalogues.Major Tasks, Responsibilities And Key AccountabilitiesResponds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.Performs necessary follow-up to ensure customer service expectations are met. Builds relationships if assigned a specific customer base.Researches and suggests alternative products to customers. Provides representation of products, increasing sales wherever appropriate or as requested.Uses computerized system for tracking, information gathering, and/or troubleshooting.Resolves customer issues including issuance of credit concessions.Utilizes in-depth product knowledge to answer more specialized product calls. May be responsible for outbound calls to vendors.Selects correct processes from clearly prescribed rules, past practices or instruction. Seeks advice and guidance on non-routine or problem areas from supervisor. Deviations from the norm are cleared by the supervisor.Understands and supports compliance issues if required for assigned customer base.Nature and ScopeRefers complex, unusual problems to supervisor.Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques. Work typically involves regular review of output by a senior co worker or supervisor.NoneWork EnvironmentMost 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.Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.No travel required.Minimum QualificationsMust be eighteen years of ageMust pass the Drug TestMust pass the Background CheckMust pass pre-employment tests if applicableEducation And Experience HS Diploma or GED, strongly preferred. Specialized skills training/certification may be required. Generally 2 - 5 years of experience in area of responsibility.Preferred QualificationsAbility to multitask smoothly and efficiently.Previous Customer Service experience.Industry product knowledge.Passion for customers and delivering top quality customer service.Ability to learn both independently and in group settings.Ability to work in a fast paced environmentBasic level knowledge of Microsoft Office tools: Excel, Word and Outlook.CA, CO, CT, D.C., HI, IL, MA, MD, MN, NJ, NV, NY, OH, RI, VT , WA Job Seekers:Pay Range$19.62-$23.65 HourlyHDS provides the following benefits to all permanent full-time associates:Medical (with Prescription drug coverage), dental, and vision plansHealth care and Dependent Care FSA (as applicable)401(K) with company matchPaid Holiday, Vacation, Personal Time, and Wellness DayPaid Sick TimeLife and Accidental Death & Dismemberment InsuranceShort and Long-term Disability InsuranceCritical Illness InsuranceAccident InsuranceWhole Life insuranceCommuter BenefitsTuition ReimbursementEmployee Assistance ProgramAdoption and Surrogacy AssistanceCA, CO, CT, D.C., HI, IL, MA, MD, MN, NJ, NV, NY, OH, RI, VT and 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 InclusionWe 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 OpportunityHD 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.