HR Service Center - Resolution Expediter

Req171581

POSITION PURPOSE

The HRSC Resolution Expediter supports The Home Depot's HR Service Center (MYTHDHR) in providing excellent customer service to the contact center customers, associates and managers via active listening and professional communication during the intake of inbound communication from both internal and external customers via telephone, letters, e-mail and/or social networks.  The HRSC Resolution Expediter resolves customer issues such as associate pay and other HR-related transactions and communicates resolution to appropriate parties and identifies problems that he/she cannot resolve and escalates them to appropriate leader within the department. Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.

Major Tasks, Responsibilities And Key Accountabilities

80% Customer interaction including inbound customer concerns, outbound customer follow-up and issue resolution.

20% Customer issue resolution including follow up to internal and external resources. Other activities as assigned by leadership.

NATURE AND SCOPE

Reports to HRSC Supervisor.

No direct responsibility for supervising others.

Environment

ENVIRONMENTAL JOB REQUIREMENTS

Located in a comfortable indoor area. Any unpleasant condition would be infrequent and not objectionable.

Travel

Typically requires overnight travel less than 10% of the time.

Essential Skills

Additional Environmental Job Requirements:

Minimum Qualifications

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Years of Relevant Work Experience: 2 years

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.

Additional Qualifications

Preferred Qualifications:

• HR experience preferred in a contact/shared service environment
• Demonstrated excellence in organization, time management and oral and written communication skills.
• Demonstrated excellence in interpersonal and customer service skills.
• Strong attention to detail and ability to clearly and concisely document research notes and details related to issue resolution required.
• Ability to understand and follow multiple complex processes.
  
  

Knowledge, Skills, Abilities And Competencies

• Negotiating/Influencing skills
• Excellent verbal and written skills
• Attention to quality and detail
• Microsoft Windows/Office proficient
• Proficient typing/keyboarding skills
• Multi-tasking capability/Time and Case Management skills