Customer Care Associate II (USABlueBook) - Waukegan, IL

About the role

USABlueBook, a division of HD Supply, is the source of products and technical support for professional water and wastewater operators. It is hiring a Customer Care Associate II in Waukegan, Illinois, on a hybrid basis (on site Monday to Thursday, remote Friday) for candidates within driving distance of Waukegan. The associate responds to customer inquiries about product selection, services and issues, with knowledge of 20,000 products and 3 catalogues.

Key responsibilities

• Respond to customer order and quotation requests by telephone, email, letter and fax within department service goals, and follow up to meet customer expectations
• Research and suggest alternative products, representing products and increasing sales where appropriate
• Use the computerized system for tracking, information gathering and troubleshooting
• Resolve customer issues, including issuing credit concessions
• Answer specialized product calls using in-depth product knowledge; may handle outbound calls to vendors
• Refer complex or unusual problems to the supervisor and seek guidance on non-routine matters
• Support compliance requirements for the assigned customer base

Required profile

• Aged 18 or older
• High school diploma or GED, strongly preferred
• Generally 2 to 5 years of experience in the area of responsibility
• Must pass a drug test, background check and pre-employment tests if applicable
• Preferred: previous customer service experience, industry product knowledge, ability to multitask, work in a fast-paced environment and learn independently and in groups

Required skills

• Basic knowledge of Microsoft Office tools: Excel, Word and Outlook
• Ability to learn independently and in group settings

What we offer

• Pay range of $19.62 to $23.65 per hour
• Medical, dental and vision plans, with health care and dependent care FSAs
• 401(k) with company match
• Paid holidays, vacation, personal time, wellness day and sick time
• Life, accidental death and dismemberment, critical illness, accident and whole life insurance
• Short and long-term disability insurance
• Tuition reimbursement, employee assistance program, adoption and surrogacy assistance