hi everyone it's Me Jazzy Mac and let's talk about today's work from home opportunity but if
you are new here welcome welcome it's so nice to meet you and I want to encourage you to go ahead
and subscribe because we do have some exclusive work from home content that is only available to
my subscribers because y'all are loyal and I love y'all so let's hop right in we have some awesome
awesome opportunities for Home Depot and yes all of these are virtual all of these are going to be
no phones now some of these are going to be more customer support based roles and then I have a
role that is actually going to be data entry now we are going to talk about the job description
we'll talk about the salary and of course I will be doing the resume demonstration and for
those of you that want to have that ready-made resume it's going to be down in the description
box and for those of you that already have the resume bundle subscription it is already in your
library it's already there for you and the cheat sheet interview questions are already there so
let's hop into the first roll hold on I forgot we got to do shout outs okay I just got a bunch
of good news from some people on my video from yesterday and I need to shout these people out
so super super quick I want to give a shout out to um Mel she said I'm starting with discover
Financial as an AM inbound customer support on January 17th thanks to you omg Mel I am
so proud of you like this was excellent news and I didn't even know that so thank you for
letting me know that you got the job and you have a start date very soon the next person we have is
bands G that said thank you so much for your your knowledge you have helped me get hired at Amex so
excited for you and Tiara said I want to say thank you so much um ever since I found your
channel I've applied and gotten four job offers and interviews back to back listen I'm proud of
you Tiara listen you guys these resumes work okay all you have to do is put in the effort
all right you have to put in the effort so our first role is going to be a customer experienced
analyst role and I want to go ahead and call out this whole location thing because I'm going to
get questions on it okay for this location it says Atlanta but if you scroll down under work location
it says remote virtual which means an associate in a remote virtual role typically is not required to
work from a designated location to complete their job duties we refer to this as location independ
then so no matter where you're located you can work virtually okay I want to emphasize that so
please do not comment saying this is for Atlanta because I just read where it says this is location
independent okay so customer experience analysts what is this okay well I want to point out um I
want to point out a couple of different things let's see I want to bring up this sheet foreign
service analyst the type of person that's generally going to qualify for jobs like this
are going to be people that work in a call center if you've ever done technical support you've ever
done auditing maybe you've been a team lead shift manager project coordinator even an office manager
or if you've ever worked in feedback and surveys and I'm going to show you why based on their
requirements so a lot of you have this experience you just don't know it but it basically says that
you're going to assess the associate skills levels based on the brand voice value and empathy and
determine whether associate behaviors during customer interactions are acceptable for each
particular case based on the customer's issue and the solution that was offered to the customer and
proper system actions now that was just a fancy way of saying you're going to either a review
phone calls like you may listen in on phone calls or you may review the chat queue to make sure that
the agents that are assisting customers are you know being polite and that they're actually being
helpful and they're not keeping customers on hold forever so it says that you're going to basically
have oversight by assessing a minimum number of interactions per agent on a monthly basis so it
could be you know a few times a week where you just listen in on a call or where you actually
talk to an agent and you say hey I listened to your call the other day you have that customer
on hold way too long or when you were in the chat queue you had them waiting for longer than the
60 seconds that we typically try to get back to people on so you're basically going to be
evaluating other people and and how they interact with customers and if there's like any type of
survey or customers satisfaction survey that was filled out and there was like a negative rating
you would be the person that would say okay let me go back and look at this customer interaction
let's look at this chat interaction and see was there anything off or anything rude that was
said to make the customer not feel appreciated so that is going to be the bulk of it you won't have
any direct reports and again this is going to be a virtual role so going back to my little sheet here
the salary for this position uh oops not that the salary for this position based on Glassdoor was 47
000 to 66 000 a year this is going to depend on your experience and uh your geographical
location so 24 to 33 dollars per hour um is is going to be the rate for the customer
experience analyst so this is going to be in your library for those of you that already have
um the resume bundle the ultimate resume bundle so let's go ahead and take a look at the actual
resume breakdown so that you all can ensure you've got the proper hot words so foreign
don't copy this word for word be honest about your experience blah blah blah blah okay operate
with Integrity Okay so some of the hot words that were mentioned of course were customer experience
so we always like I personally always like to say you know I'm excited to use my skills or whatever
um for the Home Depot team and I like to say the name of the team okay because it just it
helps with the hot words and it also helps them to know that you've tailored your resume
now some of the other things that we saw in the job description that we would want to make sure
we called out are words like escalations um voice of customer isn't something that was necessarily
in the job description but I would want to call that out if I've got experience in that
um supervising is something you may want to call out if you've ever worked in a call center even if
you weren't a supervisor you want to call out that you had to operate with empathy um in a timely
resolution so that's another set of words you may want to call out if you've ever worked with csats
which are um customer satisfaction surveys that is definitely something that you'll want to call
out you've ever been a call center agent that would certainly be something that you want to
call out so maybe you've provided performance feedback to the agents you've worked with or
if you worked in even a restaurant setting maybe you provided feedback to the people that operated
the cash register you know this whole job is all about listening auditing giving feedback to make
sure that customers have a wonderful experience okay so even if you have not worked in a call
center if you've worked you know at Zaxby's as a team lead or you worked at CVS you worked at
some other retail store where you were there to either be a manager some sort of supervisor or if
you were just in general like responsible for greeting customers like you worked at Walmart
as a people greeter part of that is you know making people feel good when they come into the
store so those are things that you definitely want to call out some of the other hot words
were cross-functional QA which stands for quality assurance and anything else that you may want to
add you know you can throw in here as appropriate but that's going to be the bulk of it for this
role so let's go ahead and hop over to our next role so our next role is going to be the contact
center workforce administrator okay don't let this particular role the name of it intimidate you it
is going to be a very fancy name role for someone that does like scheduling for employees and time
card approvals so if we kind of look here at what they're ultimately doing um it says here you're
going to be responsible for maintaining accurate head count and Associate detail reporting for
assigned lines of business okay if we go down here it says that you're going to work between
departments and different systems items and you will maintain head count you will process reports
that include things related to absences leaves of absence work paid hours and similar things
um you will also account for schedule updates related to early departures special events okay
so basically you're the person that let's say if I worked at the call center and I worked 45 hours
but for some reason I was only clocked at 40 hours I come to you and say hey can you approve these
extra five hours on my timesheet to make sure that I get properly paid so anybody let's see what
did I have on my little sheet here if you have worked in you know Human Resources maybe you were
responsible for creating schedules at a previous job if you've ever done event coordination project
management or any type of data entry this is going to be a great job for you Glassdoor showed that
it paid up to 56 000 per year and again this is going to be no phones this is a this is
pretty much the epitome of a data entry job you know where you're entering information related
to head count you know how many people are on the team how many hours they ultimately worked
um how many times they requested off you know any type of like anything dealing with attendance is
going to be pretty much the bulk of this job so again remote virtual for this work location
and the resume breakdown for this one I'm just going to kind of fly through it
that is the workforce admin let's take a peek at that right so of course we don't want to
lie about our resume we want to be as honest as possible right so let's say you worked in HR or
maybe you worked previously as a trainer you know we always want to call out the name of the job in
our summary just because it helps with hot words but maybe as a trainer or onboarding specialist
you were responsible for bringing in new hires and doing monthly orientations for them right
so we want to call out where you scheduled those orientations that's a good hot word
um maybe you had to account for their attendance during that time
um maybe you had to work cross-functionally with these other teams out there because
those were some of the other hot words that I think I saw in the job description
um maybe you did things like you did time card approvals let's say you worked at McDonald's and
you were a supervisor at McDonald's you had to approve the time for those people
um so even if you were not necessarily an administrator as it calls out in the job
description you still did administrator tasks that uh required you to you know input data and
approve different things so those were some of the things that you'll want to call out based on
your actual experience and if you've actually used some of the tools the hris tools nice and Chronos
these are tools that are used to approve like time cards so Google it YouTube it get familiar with it
um so you'll at least understand in the interview if they ask you about
that you can say oh yeah I am familiar with those tools as far as knowing what they do
um and you know knowing the the functionalities of them to do things like you know approve time and
uh you know stuff like that so let's hop into our last role again this Workforce administrator job
is going to be our data entry role for our very last role this is going to be more supervisory
okay a little bit more complex and this is for the contact center so essentially the contact
center is pretty much going to be for people that you know are calling in they may have some
sort of issue with their purchase or their online purchase or something like that and so of course
you have those agents that assist customers so as a supervisor you would be responsible
for organizing the day-to-day operations of that contact center making sure that they meet
performance goals you're going to do scheduling team scheduling um based on you know availability
um and just making sure that customer needs are being met right and then in addition to
that you're going to make sure that customer transactions are happening in a timely manner
you don't want an agent that takes 30 minutes to to answer a simple question for a customer
when they call in so you may be listening in on some phone calls or you may just
be looking at the volume of the calls and comparing that to you know the the agents
um like call times their hold times their escalation times or their escalation percentages
and you'll say okay this person has a really high escalation rate maybe they need more training you
know maybe they don't understand the products that we ultimately offer our customers so let's get
them into some more training you know something of that nature um and then conflict resolution you
know if there's any sort of reason a customer just isn't happy with the service that they're getting
um a call maybe maybe escalated to you for you to answer answer uh certain questions
um but I do want to you know emphasize that this is the smallest part of the job so it
sounds like the biggest part is going to be you kind of supervising not necessarily
being on phones now this position does come with direct reports okay and again the work location
is remote virtual meaning that it is location independent and you're not required to work in
an office okay so let's look at how much that job ultimately pays so for the supervisory role glass
doors show that it paid 58 to 93 000 per year so pretty close to six figures and of course that's
going to depend on you know your background your um your experience and your geographical
location so you know obviously call center work contact center work is going to be a plus if
you've worked in at escalations or you were some sort of customer service advisor or a trainer you
know even an inventory manager or you've worked in like customer retention uh those are going to
be all very very like you know relatable work that you ultimately can use to your advantage
for this job now when it comes to some of the interview questions and answers I like to kind
of prep you guys now I've put the answers to these in the um ultimate resume library for those of you
that are already signed up if not you can sign up in the description box but some of the the common
questions you're going to hear is always going to be tell me a little bit about yourself okay
they are probably going to ask you what do you know about Home Depot where's the headquarters you
know when was Home Depot originally founded you say well it was founded in 1978 just in Atlanta
um and you know I know that you guys have over 100 stores worldwide now um they may ask you who the
CEO of Home Depot is okay they may ask you what sorts of products are primarily sold at Home Depot
um and then they could ask you behavioral questions like tell me about a time you had
to deal with a difficult employee what was the situation and what was the result okay they may
ask you if you're familiar with certain software and uh this is for like supervisors only so
um but yeah so let me know if you all have questions
um congratulations to all of those people out there that have already landed
um a job either this month or you start next month I'm so so very proud of you all and let me know
what other types of jobs you want to see but until then I will see you all in the next video bye
foreign
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