10 days old

Regional Communications Administrator (Fort Mill, SC)

Fort Mill, SC 29715
JobTitle: Regional Communications Administrator (Fort Mill, SC)
Job ID: 360343_en-us
Salary Range: 0.0- 0.0
Job Category: Operations
Employment type: Full Time

Position Description:

Position Schedule: Monday - Friday / 12pm – 9pm

POSITION PURPOSE

The Regional Communications Administrator (RCA) is responsible for ensuring that the daily automated schedules are optimized and carried out. Updates to the Regional Service Managers (RSMs) for Home Depot Equipment Services on the status of their regions are required. This communication may be in the form of emails, phone calls, or updating standardized documentation. The successful candidate in this role must have a full understanding of the status of every service call and the technicians - Field Service Professionals (FSPs) – that they schedule. RCAs highly understand and use technology in order to expedite schedule changes, FSP calendars, and other general recordkeeping to satisfy their internal customers. RCAs also accurately update call dispositions to external customers through portal updates, emails and phone calls.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • Report all “missed dispatches” from the previous day to the RSM
  • Make sure all requests are assigned to available FSPs to fill their service days
  • Proactively manage aging calls within their regions to allow for manual dispatch when appropriate
  • Report daily notes to the RSM for strategic corrective action when necessary
  • Escalate situations that result in a delay of schedule, creation of overtime, or excessive travel charges to the RSM
  • Creatively troubleshoot and solve challenges that occur on behalf of the customer
  • Work with the Customer Liaison and the Customer Support Analyst to ensure that the customer is always aware of any issues, our response to the issue(s) and what we are doing to ensure that they are always delighted
  • Ensure that customer data stays current and properly communicated to the organization, from contract adjustments to equipment and address lists
  • Daily Review of Customer Calls ensuring delightful service is being maintained
  • Other duties as required


    ENVIRONMENTAL JOB REQUIREMENTS
    Environment: 

    Working conditions include siting for extended time periods, repetitive movements of hands, arms and wrists in front of a computer monitor continuously.

Categories

Posted: 2020-09-08 Expires: 2020-10-08

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Regional Communications Administrator (Fort Mill, SC)

Home Depot, Inc.
Fort Mill, SC 29715

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