Resolution Expeditor

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.

• 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.

• Typically reports to Senior Manager Credit Services or Manager Credit Services
• No direct responsibility for supervising others.

• Typically requires overnight travel less than 10% of the time.

• 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.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

• 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

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

2

• 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.