Services Support Associates support the Home Depot Services business by providing technology support to end users to execute the Services business. SSAs are responsible for guiding callers through problem resolution, managing open email cases, escalating when appropriate, and sharing insights and information to fellow team members. SSAs primarily interact with Core Service Providers and the Home Depot Installation Services Sales Team (Design Consultants, Sales Manager). SSAs also interact the Services field organization, including Regional Services Managers (RSMs) and District Services Managers (DSMs) through phone call and/or email seeking support or asking questions. As an SSA, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary. An SSA must be an excellent communicator, organized, attentive to details, a skilled problem solver, comfortable with technology, and familiar with Home Depot’s stores and services business and know how to prioritize a wide variety of requests. Good written and verbal skills will aid in inter-team communication and provide a seamless customer support experience when working with business partners.
Major Tasks, Responsibilities & Key Accountabilities:
Processing transactions: Services Support Associates process the transactions that enable the Services business. This includes, but is not limited to: activations/inactivations/temporary activations, terminations, expansions, cost/retail/text changes in the services specifications, regional promotions, new SKU, new provider, new/additional vendor number, custom labor multiplier changes.
Answer inbound calls/emails: Answer phone calls/emails from store associates, installers, SSC associates; answer any requests quickly, accurately, and professionally; direct calls to other parties as necessary; research any questions that are not immediately available and respond with an answer in a timely manner.
Comfortable with technology: SSAs use a number of different systems to complete their transactions. This includes, but is not limited to: Base tables for services, Go Orange/SORT (workflow applications supporting the completion of their transactions), Special Services at the store level, Siebel (for water heaters and SF&I), Excel, Image Freeway (an electronic document repository), SORD (an Excel-based template for submitting changes).
Problem Solving: Services Support Associates must be able to research and diagnose problems that may occur with a services transaction anywhere from start to finish. This includes knowing how to research payment issues and having checks re-issued. This also includes knowing how to research PO costing issues and making the cost adjustments to correct. This may also include Help Desk support for Providers and other tasks or responsibilities as assigned.
Nature and Scope:
Typically reports to Manager Operations Process
No Direct reports.
Environmental Job Requirements:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues
related to people or situations.
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience:
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.
Knowledge, Skills, Abilities and Competencies:
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.