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| Resolution Expediter |
Job Location:
Metro Area: |
Atlanta, GA
GA - Atlanta
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Category: |
Customer Service
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Contact Info |
Company Name: The Home Depot
Website:
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Apply: Submit Resume Now
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Job Description:
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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 Required Skills: .
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