The Home Depot is the world’s largest home improvement retailer with nearly 400,000 orangeblooded associates and more than 2,200 stores in the U.S., Canada, and Mexico.

The typical store today averages 105,000 square feet of indoor retail space, interconnected with an e-commerce business that offers more than one million products for the DIY customer, professional contractors, and the industry’s largest installation business for the Do-It-For-Me customer.

The Home Depot has eight core values that consistently guide their beliefs and actions. Service Partners on the Home Depot program can use these values to help guide them through every customer interaction.

Because every customer is important – and the focus should be on respecting the customer, doing the right thing, and providing excellent customer service. The Home Depot’s mission is to make it easy for the customer to do business with Home Depot so that they will shop with Home Depot for all their needs!

Service Revenue

EARN an Extra $290.00 in certification!

$15.00 per hour ($7.50 per interval)

Hourly rate shown assumes the servicing of two, 30-minute intervals

Certification Details

Phase I: Instructor-Led & Self-Paced eLearning

• Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation
• Registrants will learn about Home Depot and how to service General Merchandise.
• 6 hours of instructor-led content per day

Phase II: Instructor-Led Learning & Certification Call-Taking

• A mix of Instructor-led content and live calls for General Merchandise calls, and daily debriefs in the classroom with the instructor.
• Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation.

During this phase, Service Partners are required to attend class during normal classroom hours as scheduled. Some of that classroom time will be designated as call-taking time. A minimum of 10 hours (20 intervals) per week as outlined in the certification SOW are required to be serviced during this time.

Class Time Offered

Mon-Fri 9:00 am- 3:00 pm ET

Mon-Fri 4:00 pm- 10:00 pm ET

Sun-Sat 6:00 am- 2:00 pm ET

Sun-Mon-Fri-Sat 10:00 am- 8:00 pm ET

What to Expect

Use the Effortless Call Flow to Provide an Excellent Experience on Every Call

• Inbound sales, customer service, and store support
• Assisting customers with product questions
• Placing new orders
• Handling existing orders - returns/ replacements
• Provide store-specific support
• Contacting vendors for shipping information

During the term of this SOW, Service Partners servicing The Home Depot MAX program are expected to service 100 intervals per invoice period and will earn a service revenue incentive of $1.25 per interval. Service Partners who do not service more than 100 intervals will receive $6.25 per interval ($12.50 per hour) and will not be eligible for the MAX program going forward.