HR Services Resolution Expediter (Remote)

The Home Depot; Atlanta (GA); Remote; USD 35,000 - 55,000; Full time

Job summary

A leading company in home improvement seeks a Customer Service Associate in Atlanta. This role focuses on handling customer inquiries, ensuring high-quality service through effective communication. Candidates should possess strong problem-solving skills, previous customer service experience, and proficiency in essential software. Join a dynamic team committed to delivering excellence in every customer interaction!

Qualifications

• Minimum 2 years of customer service experience, especially with escalations.
• HR certification like aPHR, PHR, or SHRM-CP is preferred.
• Technical aptitude for troubleshooting and partnering with business partners.

Responsibilities

• 80% customer interaction, resolving inbound concerns and follow-ups.
• 20% resolving customer issues with internal resources.

Skills

Negotiating/Influencing skills

Excellent verbal and written skills

Attention to quality and detail

Microsoft Windows/Office proficient

Proficient typing/keyboarding skills

Multi-tasking capability

Education

High school diploma or GED

Tools

Salesforce

Workday

Dimensions

Outlook

Job description

Position Purpose:

The associate in this position takes inbound communication from both internal and external customers via telephone,chat,letters, e-mail,and/or social networks. Provides excellent customer service via active listening and professional communication. Identifies, categorizes and resolves root causes of customer issues includingcomplex and/or time-sensitive human resources escalations.Provides reach back support and guidance to associates to enhance customer service.Identifies problems that he/she cannot resolve and escalates them to appropriatedepartmentwithin the HR enterprise. Takes ownership of customer issues and provides complete end to end issue resolution, including providing explanation to the customer,by utilizing resources available.

Key Responsibilities:

• 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.

Direct Manager/Direct Reports:

• Supervisor HR Services
• No direct responsibility for supervising others.

Travel Requirements:

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

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is a frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

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

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• HR Certification (aPHR, PHR, SHRM-CP) preferred, not required
• Proficient inSalesforce, Workday, Dimensions, and Outlook and navigation of common web applications
• Customer Service Experience to include high priority escalations
• Human ResourcesExperience
• Technical aptitude for troubleshooting
• Ability to partner with internal and external business partners

Minimum Education:

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

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 2

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Negotiating/Influencingskills
• 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