Home Depot HDMS Business Operations Associate in Detroit, Michigan
The HDMS Business Operations Associate (BOA) works in an administrative environment at Home Depot Measurement Services contact center to provide quality, professional administrative and customer service that consistently meets or exceeds company standards of excellence. Business Operations Associates are a fully flexible member of the business operations team and work cross functionally to achieve business goals and priorities. Assignments and responsibilities may change based on planning, operational needs, productivity goals and priorities. The Business Operations Associate associate will be proficient in plan calculation, review of floor plans, troubleshooting solutions for flooring issues, communicating with the HDMS Measure Technicians and The Home Depot service providers, HDMS Contact Center and Customer Service associates to resolve issues and/or assist in building quotes , re-measure scheduling, claims processing, manual payment processing and payment declines. In addition, they will research and respond to questions submitted through the Express Service Tool.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
80%- Assigned to any one or more of the following roles:
Calculations ? Calculate Plans using the HDMS Paperless System as they come in from field in real time
Resolutions/Remeasures ? Identify issues on plans. Communicate with Measure Tech, Installer, Closing Center Associate and/or Customer to provide insight and determine course of action for customer.
Payments/Declines ? Provide support to Store and Customers by processing customer payments requiring manual manipulation within the ESVS/SPOS Systems by troubleshooting the issue causing failure and applying required fix to the order. Associate may need to communicate with financial institutions as needed.
Claims ? Reviews plans, reviews quote, listens to recorded customer calls, investigates, troubleshoots and assign responsibility to all claims made to HDMS post installation.
20%- Working cross functionally in areas where the associate is trained, cross training and other duties as assigned.
NATURE AND SCOPE
This role reports to a Business Operations Manager.
This role has no direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 0 years
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.
Knowledge of Home Depot flooring offerings
Knowledge, Skills, Abilities and Competencies:
Skilled at providing outstanding customer service, following through on responsibilities, excellent communication skills, organizational skills, fast learner.
Demonstrated ability to complete projects and assignments accurately and efficiently, catching any errors before completion, despite a large workload.
Ease in handling competing demands and working in a fast-paced environment
Demonstrated ability to effectively communicate with teammates, supervisors, customers, store associates and installers
Ability to set priorities, plan and coordinate work activities and obtain and manage resources so that work objectives are completed on time
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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