Rental Contact Center Repair Associate - REMOTE Atlanta, GA Metro

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:  

The Rental Contact Center Repair Associate provides real-time technical support and phone-based troubleshooting for customers operating rented large equipment. Bridging customer service and technical support, this role guides customers through operational issues to resolution by diagnosing equipment concerns, providing safe step-by-step troubleshooting steps, and coordinating escalations with field service teams. Combining empathy, technical accuracy, and a high sense of urgency, the associate collaborates across internal departments to minimize equipment downtime and deliver an effortless experience, upholding company standards and driving long-term customer loyalty.  Selected candidates will need to attend several days of in-person training at the Rental Hub location in Marietta, GA and thus must live in the Atlanta area.

Key Responsibilities

• 75% Customer Service and Equipment Consultant - Receive and handle high volumes of inbound calls. Meet quality assurance, associate readiness, and other key performance metrics. Create and build strong relationships with internal and external customers. Determine/understand customer equipment needs through qualifying and needs assessment. Working in a consultative role, provide tailored solutions to meet unique requirements of the customers by presenting key selling points, features and benefits. Provide customers with expert advice on equipment selections, operation and maintenance. Secure equipment by checking availability using dashboard and other platforms.

• 25% Service Support and Rental Coordination - Learn and understand Key service related issues with our equipment so you are able to respond to customers' needs by being able to offer trouble shooting solutions over the phone. Process reservation/orders, rental booking, administer rental contracts, including on and off rental dates and contract terminations with accuracy and detail. Handle customer complaints in a professional manner by resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions to the satisfaction of the customer.

Direct Manager/Direct Reports:  

• This Position typically reports to Contact Center Supervisor.

• This Position has 0 direct reports.

Travel Requirements: 

• No travel required

Physical Requirements:  

• 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.

Working Conditions: 

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications: 

• Must be 18 years of age or older

• Must be legally permitted to work in the United States

• Problem solving ability, including ability to quickly determine solution

• Good listening and organization skills, and multitasking abilities

• Has a sense of urgency and is able to enlist the aid and support of other departments to resolve issues in a timely manner

• Ability to explore alternative solutions to reach outcomes that gain all parties support and acceptance

• Excellent written and verbal communication skills

• Must be available for a flexible work schedule: Evening/Weekend schedule is required

Preferred Qualifications:

• 2+ years of hands-on experience in equipment repair, maintenance, or field service (light construction, landscape, industrial, or small engine equipment).
• Strong computer proficiency, including experience navigating multiple software systems, CRMs, and operational dashboards simultaneously while talking on the phone.
• Exceptional active listening and verbal communication skills, with a proven ability to translate complex mechanical concepts into clear, simple, step-by-step troubleshooting instructions for non-technical users.
• Bilingual proficiency in English and Spanish is a plus.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• 3

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• None

Certifications:  

• None

Competencies: 

• Action Oriented

• Being Resilient

• Courage

• Decision Quality

• Manages Ambiguity

• Collaborates

• Demonstrates Self-Awareness

• Instills Trust

• Manages Complexity

• Situational Adaptability

• Values Differences

• Communicates Effectively

• Customer Focus

• Resourcefulness

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