Settlement Coordinator

The Home Depot; Atlanta (GA); On-site; USD 38,000 - 54,000; Full time

Job summary

The Home Depot is seeking a Services Customer Coordinator to manage a book of business and coordinate balance collections after job completion. You will work with field personnel to confirm job completion, contact customers daily to settle balances, and escalate issues as necessary.

Responsibilities include reviewing accounts, communicating via phone and email, and collaborating with AR to verify pending payments.

Qualifications

• Must be 18 years of age or older.
• Legally permitted to work in the United States.
• Demonstrated ability to collaborate with cross-functional teams.

Responsibilities

• Review customer accounts daily to determine payment status and next steps.
• Contact customers by phone and email to settle outstanding balances on completed jobs.
• Coordinate with field partners to document next steps and resolve issues delaying payment.
• Escalate unresolved disputes per a defined process with center management.
• Follow a collections process when communication fails or terms are disputed.
• Proactively resolve customer issues preventing payment by coordinating with internal teams.

Skills

Excellent written and verbal comms

Collaborates

Negotiation

Customer focus

Problem solving

Education

High school diploma or GED

No formal education required

Tools

Microsoft Office Suite

Job description

Position Purpose:

The Services Customer Coordinator is responsible for utilizing The Home Depot At Home Services systems and processes to coordinate all functions related to the collection of outstanding balances upon completion of jobs. This position is responsible for managing a book of business while partnering with field personnel to confirm completion of jobs. The coordinator will take necessary steps to resolve customer issues preventing payment and elevate issues as necessary. They will also partner with customers as necessary to close out jobs, including sending out written communications regarding account status.

Key Responsibilities:

• 20% - Collaboration - Daily review of customer account information for notes from the field and balance due to determine payment status and last communication with customer to identify next steps needed.
• 20% - Communication - Contact customers daily via phone and electronic communication to settle/resolve outstanding balances on completed jobs. Partner with AR to verify pending payments.
• 20% - Customer Service - Make outbound calls to document and coordinate next steps with field partners on all jobs within a book of business where issues with the process and/or installation were identified as a reason for the customer withholding payment.
• 15% - Payment Collection - Work with ISM/SM to resolve issues and determine other payment options, if a service needs to be completed, or if a job needs to be sent to collections.
• 10% - Problem Resolution - Follow a collections process when unable to establish communication with a customer, or when able to establish communication but a customer is in disagreement with terms and all other methods to resolve the dispute have failed.
• 15% - Problem Solving - Take necessary steps to resolve customer issues preventing payment by following an escalation process with center management and field partners, getting status updates on open balances where the field is responsible for completing a task.

Direct Manager/Direct Reports:

• This Position typically reports to Contact Center Supervisor.
• This role has 0 direct reports.

Travel Requirements:

• No travel required.
  

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.
  

Working Conditions:

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

Minimum Qualifications:

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.
  

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
  

Minimum Education:

• Minimal or no educational requirement for this job.
  

Preferred Education:

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

Minimum Years of Work Experience:

• 1
  

Preferred Years of Work Experience:

• 0
  

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience
  

Certifications:

• None

Competencies:

• Action Oriented
• Being Resilient
• Decision Quality
• Collaborates
• Manages Ambiguity
• Manages Complexity
• Communicates Effectively
• Customer Focus
• Resourcefulness