ISAs support the Home Depot Services business by processing the transactions necessary to execute the Services business. ISAs support a region or group of regions and will assigns and follow-up on work assignments for teams. They primarily interact with the Services field organization, including Regional Services Managers (RSMs), District Services Managers (DSMs), and Field Support Managers (FSMs). ISAs also interact directly with installers and/or store associates when installers and/or store associates call and/or email seeking support or asking questions. An ISA must be an excellent communicator, organized, attentive to details, a skilled problem solver, comfortable with technology, and familiar with Home Depot's stores and services business and know how to prioritize a wide variety of requests.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
Processing transactions: ISAs process the transactions that enable the Services business. This includes, but is not limited to: activations/in-activations/temporary activations, terminations, expansions, cost/retail/text changes in the services specifications, regional promotions, new SKU, new provider, new/additional vendor number, custom labor multiplier changes.
Answer inbound calls/emails: Answer phone calls/emails from store associates, installers, SSC associates; answer any requests quickly, accurately, and professionally; direct calls to other parties as necessary; research any questions that are not immediately available and respond with an answer in a timely manner.
Comfortable with technology: ISAs use a number of different systems to complete their transactions. This includes, but is not limited to: Base tables for services, Go Orange/SORT (workflow applications supporting the completion of their transactions), Special Services at the store level, Siebel (for water heaters and SF&I), Excel, Image Freeway (an electronic document repository), SORD (an Excel-based template for submitting changes).
Problem Solving: ISAs must be able to research and diagnose problems that may occur with a services transaction anywhere from start to finish. This includes knowing how to research payment issues and having checks re-issued. This also includes knowing how to research PO costing issues and making the cost adjustments to correct. This may also include Help Desk support for Providers and other tasks or responsibilities as assigned.
NATURE AND SCOPE
Typically reports to Lead Field Support manager
No Direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues related to people or situations.
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE
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.
Data entry certification
Two or more years of database entry experience
Two or more years of Help Desk experience
Familiarity with Siebel, IBM, or SPA
Proficiency with Microsoft Office, including Excel, Access, PowerPoint
Type 40+ WPM
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...