Resolution Expediter - The Home Depot (Atlanta, Georgia)

City: Atlanta
State: Georgia
Country: USA

Company Name: The Home Depot
Job Category: Customer Service/Call Center

Company: The Home Depot


Job ID: 62877


Position Title: Resolution Expediter


Working Location: GA - Atlanta


Employment Status: Full-Time


Required Experience: 2+ years


Required Education: HS Diploma/GED


Travel Required: None




Job Description:
POSITION PURPOSE
The associate in this position takes inbound communications from both internal and external customers via telephone, letter and e-mail. Provides excellent customer service via active listening and professional communication, and identifying root causes of customer issues. Resolves issues that fall within predetermined parameters and guidelines. Identifies problems that he/she cannot resolve and escalates to Agent Experts (subject matter experts) within the department. Takes ownership of the customer issues and provides complete end-to-end issue resolution. Provides follow-up communication to the customer regarding the resolution of the issue. Makes decisions and manages cases within guidelines to resolve customer issues expeditiously. Complete other tasks as requested by Management, such as side by side training and coaching.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

80% Customer interaction - inbound customer concerns, outbound customer follow up and issue resolution

20% Customer issue resolution follow-up to internal and external resources, and other activites as assigned by leadership

NATURE AND SCOPE

Reports to Sr. Resolution Specialist

No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS


MINIMUM QUALIFICATIONS

Must be eighteen years of age.

Must pass the Drug Test

Must pass the Background Check.

EDUCATION REQUIRED
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE
2 Years

CERTIFICATES/LICENSES

PHYSICAL JOB 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.

ADDITIONAL QUALIFICATIONS

PREFERRED QUALIFICATIONS

***Position includes day, evening and weekend shifts, must have flexability***

Associate's degree

Customer Service/Retention experience

Proficient in SAP/CRM

Retail experience

Home Depot Store Expeditor experience

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES

Critical Thinking / Decision Making

Oral & Written Communication Skills / Attention to Quality & Detail

Professional Telephone Etiquette; Professional Appearance & Demeanor

Microsoft Windows/Office Proficient; proficient typing skills

Multi-tasking Capability / Sense of Urgency / Organizational Skills / Time and Case Management Skills

Conflict Resolution - Negotiation/Influencing Skills.