Regional Communications Administrator

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position 

The Regional Communications Administrator provides consultative customer service that consistently meets or exceeds company standards of excellence and customer expectations. This role is responsible for creating an effortless experience for both external and internal customers through various communication channels. Key responsibilities include managing service inquiries, scheduling and verifying appointments, and supporting stores, technicians, and customers, as well as handling customer escalations. This position takes ownership of customer issues and ensures complete end-to-end resolution by utilizing all available resources.

This position requires excellent communication skills and attention to detail, exceptional customer service abilities, ability to operate between multiple applications/computer systems, and telephone etiquette. It also requires a sense of urgency and the ability to enlist the support of other departments to resolve issues in a timely manner.

This specific RCA role is Flex and based at the SSC; other RCA roles that exist are remote based.

Key Duties and Responsibilities 

Prepare action items on customer behalf for improving service, reducing work orders, and maximizing customer revenue.

Responsibilities include: 

• 30% - Service Call Creation - Creates all service calls using Great Plains and CRM (D365) based on requests from email, phone calls, or system-generated sources. Manages initial setup for field technician schedules, ensuring a smooth start for each technician’s day.

• 50% - Scheduling & Optimization - Ensures timely dispatch of work orders, optimizing 100% of Field Technician schedules within the scheduling software based on time, distance, and priority. Schedules work orders within five days, proactively managing aged work orders and maintaining a balanced mix of projects, break/fix, and preventative maintenance tasks.

• 10% - System Updates & Communication - Regularly updates work order statuses, researches discrepancies, and escalates issues as needed. Keeps RESM/MSs informed of missed dispatches and specific status changes via email and phone. Ensures systems are accurately aligned to reflect current work order statuses.

• 5% - Parts Coordination - Collaborates with the Parts Team to verify parts orders and confirm delivery before scheduling work orders. Coordinates with other teams as necessary to secure parts and resources, ensuring efficient scheduling and completion of work orders.

• 5% - Additional Administrative & Team Support - Completes additional tasks, including ordering service-related equipment, handling administrative duties, participating in team meetings, and providing updates on technician schedules and skillsets. Engages in process improvement initiatives and supports business needs such as website maintenance and training completion.

Direct Manager/Direct Reports: • Typically reports to Contact Center Supervisor • No direct responsibility for supervising others.

Travel Requirements:  • Typically requires overnight travel less than 10% 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.

Work Environment  

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.  Working conditions include sitting for extended time periods, repetitive movements of hands, arms, and wrists in front of a computer monitor continuously. 

Minimum Qualifications:  

• Must be eighteen years of age or older. 
• Must be legally permitted to work in the United States. 
• Problem solving ability, including ability to quickly determine solution
• Good listening and organization skills, and multitasking abilities
• Has a sense of urgency and is able to enlist the aid and support of other departments to resolve issues in a timely manner
• Ability to explore alternative solutions to reach outcomes that gain all parties support and acceptance
• Excellent written and verbal communication skills

Must be available for a flexible work schedule: Evening/Weekend schedule may be required 

Preferred Qualifications:  

• 3+ years of experience in a service environment, such as business, retail, or consulting
• Proficiency in using Microsoft Dynamics GP for field service support
• Experience with Microsoft Dynamics D365 and Service Channel
• Strong working knowledge of Microsoft Office Suite
• Proven ability to collaborate effectively with cross-functional teams
• Solid project management skills
• Ability to communicate complex or technical concepts clearly to diverse audiences