Company: The Home Depot Job ID: 62877Position Title: Resolution Expediter Working Location: GA - AtlantaEmployment Status: Full-TimeRequired Experience: 2+ years Required Education: HS Diploma/GEDTravel 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 leadershipNATURE AND SCOPE Reports to Sr. Resolution Specialist No direct responsibility for supervising others.ENVIRONMENTAL JOB REQUIREMENTSMINIMUM 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 EXPERIENCE2 YearsCERTIFICATES/LICENSESPHYSICAL 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 QUALIFICATIONSPREFERRED QUALIFICATIONS ***Position includes day, evening and weekend shifts, must have flexability*** Associate's degreeCustomer Service/Retention experienceProficient in SAP/CRMRetail experienceHome Depot Store Expeditor experienceKNOWLEDGE, 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

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