The District Services Manager (DSM) is a critical role in the Home Services (installation) organization at The Home Depot. DSMs cover 1-3 districts. Their primary responsibilities are to drive quality and customer service through managing Service Providers (installers), ensuring Store Connectivity, and driving Issue Resolution as it relates to Home Depot's installation services.
Major Tasks, Responsibilities and Key Accountabilities
Service Provider Management- Develop and maintain professional customer and Service Provider (SP) relationships. Responsible for assisting in the recruitment, retention, and performance management of SPs within the District. Authorized to provide immediate and corrective feedback to Service Providers to improve performance. Execute consistent monthly quality reviews with select Service Providers to drive high customer service.
Store Connectivity -Communicates with District Managers, Store Managers, and Specialty Assistant Store Managers to drive Home Services and Specialty awareness, attach rates/sales, promotions, and process. May act as an interface with store associates, Expeditors, contact centers, and customers. Drive store awareness and engagement surrounding Services and Specialty. Coordinate weekend lead generation events. Partner with Services leadership to execute Program initiatives. May complete competitive shops. Escalates potential program gaps by engaging in Store Walks and developing attack plans for underperforming categories. Communicates new programs and/or processes to help improve Services awareness and customer service.
Issue Resolution - Provides accurate, swift resolution of escalated customer issues. Coaches store management, store associates, and installers on proper and quick resolution. Performs in-home inspections, as needed.
Nature and Scope
Typically reports to Regional Services Manager
No associates report to this role on a permanent basis, but requires the leadership of a work group: assign and review work, train and contribute to performance appraisal (but not hiring, firing or disciplinary action).
Environmental Job Requirements
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel 20% to 50% of the time.
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass the Background Check.
Must pass MVR
Must pass pre-employment tests if applicable.
The knowledge, skills, and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience 3 Years
PHYSICAL 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.
Strong communication skills (both written and verbal)
proven customer interaction skills and problem resolution.
Project Management skills or leadership skills.
Experience in residential remodel project management experience.
Knowledge, Skills, Abilities and Competencies
Creates customer-focused environment; provides excellent customer service; sees business through the eyes of our customers
Ability to identify root causes and solve issues with a high sense of urgency and detail
Excellent communication skills, both written and verbal. Able to communicate at all levels. Proven ability to negotiate and manage issues/conflict
Basic to intermediate computer skills; knowledge of Microsoft Office programs
Strong organizational skills; strong time, workload, and project management skills. Self-motivated.
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