The HDE Scheduling Coordinator is responsible for utilizing The Home Depot At Home Services systems and processes to coordinate job movement related to the installation of jobs. Will coordinate job movement related to the installation process while identifying problems and solutions, building and maintaining relationships with field personnel, and follow up with both our customers and field partners to avoid potential issues or delays. Responsible for acting as a liaison for Home Depot customers, field partners, and service providers. Responsible for ensuring the customer experience by resolving issues that can impact job completion.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
30% – Responsible for the coordination of the installation process through scheduling service providers for jobs based on the ETA of ordered materials and/or permits.
20% – Point of contact for customers, service providers, field personnel, vendors, branch support, and any parties as required to answer calls and emails as well as directing caller to appropriate department for any issue not able to resolve first touch.
15% – Maintain customer service levels as defined by the business and use of multiple systems as required. Log and track all installations, services, and any customer inquires related to installations into LMS/TOA.
15% – Track and close completed jobs by obtaining the proper documentation from the installer and processing final payments based in information from the customer.
10% – Identify factors that prevent a job with an ETA from being scheduled through daily tracking of jobs in a specific book of business and partner with field contacts and/or OM to create resolutions.
10% – Manage daily workload for assigned branch(es) in assigned book of business by reviewing job categories without ETA and partner with other HDE contact center departments to get to ordered status and scheduled.
NATURE AND SCOPE
This position reports to Operations Manager.
This position has 0 direct reports.
ENVIRONMENTAL JOB REQUIREMENTSEnvironment:
Located in a comfortable indoor area. Any unpleasant condition
Typically requires overnight travel less than 10% of the time.