Full Job Description
Position Schedule: Monday - Friday / 9:30am - 6:30pm (West Coast Coverage)
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
Working conditions include siting for extended time periods, repetitive movements of hands, arms and wrists in front of a computer monitor continuously.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Three (3) years working in service and/or dispatching environment
Demonstrated problem solving ability, including efficiency in determining solutions and communicating through proper channels to achieve optimal results
Experience in Data Entry
Excellent written and verbal communication skills
Demonstrated leadership skills to effect change
Microsoft Office proficiency with intermediate Excel skills
Education Required: The knowledge, skills and abilities typically acquired through the completion of a High School Diploma or GED
Years of Relevant Work Experience: 3 years
Knowledge of industrial equipment commonly used in retail industry (Carpet Carousels, Panel Saws, Paint Shakers, Radial Arm Saws, etc.)
Experience using parts, service and operator manuals
Minimum 1-year experience using Microsoft Dynamics GP for field service or accounting procedures
Working knowledge of Service Level Agreements (SLAs)
Bachelor’s degree or equivalent experience
Home Depot Equipment Services is comprised of over 300 talented and highly trained professional technicians to deliver comprehensive management of commercial equipment including installation, repair, preventative maintenance and parts management. We are dedicated to investing in advanced technology and the continued training of Support and Field Service Professional teams with the singular goal of optimizing the efficiency, safety and productive life span of our customers’ mechanical assets. We are an industry leader with a nationwide footprint in 15 regions across the United States, Canada and Puerto Rico.