Position Purpose:
The Associate in this position is responsible for providing customer support for the Home Depot branded protection plans, credit cards, and loans. They will take inbound communication from both internal and external customers via telephone, e-mail, letters, and/or social networks. The Resolution Expeditor will:
Provides excellent customer service via active listening and professional communication.
Identifies and categorizes root causes of customer issues.
Takes ownership of customer issues to provide complete end to end issue resolution by utilizing resources available.
Key Responsibilities:
80% Customer interaction including inbound customer concerns, outbound customer follow-up and issue resolution.
20% Customer issue resolution including follow up to internal and external resources. Other activities as assigned by leadership.
Direct Manager/Direct Reports:
Typically reports to Senior Manager Credit Services or Manager Credit Services
No direct responsibility for supervising others.
Travel Requirements:
Physical Requirements:
Working Conditions:
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Associate's degree
Proficient in SAP/CRM,IBM, and Outlook and navigation of common web applications
Retail Experience to include Suggestive Selling skills
Home Improvement Experience
Technical aptitude for troubleshooting
Ability to partner with internal and external business partners
Minimum Education:
Minimum Years of Work Experience:
Competencies:
Negotiating/Influencing skills
Excellent verbal and written skills
Attention to quality and detail
Microsoft Windows/Office proficient
Proficient typing/keyboarding skills
Multi-tasking capability/Time and Case Management skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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