AddressPosition Purpose:
The Services Coordinator works in an administrative environment within The Home Depot Services contact center to provide quality, professional administrative customer service that consistently meets or exceeds company standards of excellence. The Services Coordinator is also responsible for utilizing The Home Depot Services systems and processes to coordinate all the administrative functions related to customer’s orders as well as acting as a liaison between the sales team, install team, and vendors.
The Services Coordinator works cross functionally to achieve business goals and priorities. Assignments and responsibilities may change based on planning, operational needs, productivity goals and priorities.
Key Responsibilities:
- 80% - Customers - Creating, maintaining, and improving customer relationships while interacting with customers and other Home Depot associates on a daily basis during transactions. Assist in the resolution of customer issues by providing a solution or directing the customer to an individual who is equipped to help them resolve the matter. Taking calls from customers and placing outbound calls to customers; may occasionally be directly responsible for handling more complex inquiries and duties
- 10% - Liaison - Act as liaison for field partners via email and phone to help resolve issues.
- 10% - Teamwork - Working cross functionally in areas where the associate is trained, cross training and other duties as assigned by manager.
Direct Manager/Direct Reports:
- This Position typically reports to Contact Center Supervisor.
- This role has 0 direct reports.
Travel Requirements:
- Typically requires overnight travel less than 5% of the time.
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.
Preferred Qualifications:
- Working knowledge of Microsoft Office Suite
- Demonstrated ability to collaborate and work effectively with cross-functional teams
- Ability to develop and apply advanced mathematical/statistical techniques
- Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
- Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
- Excellent written and verbal communication skills
- Knowledge of products related to flooring, windows, roofing, siding, gutters, or insulation preferred
- Ability to multitask, be detail oriented, and ability to build relationships through teamwork and a solution driven attitude
Minimum Education:
- Minimal or no educational requirement for this job.
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:
- 1
Minimum Leadership Experience:
- No previous leadership experience
Preferred Leadership Experience:
- No previous leadership experience
Certifications:
- None
Competencies:
- Collaborates
- Optimizes Work Processes
- Communicates Effectively
- Customer Focus
- Proven ability to manage multiple projects simultaneously and accurately
- Strong time management skills
- Excellent typing skills
