[Hiring] Area Installation Specialist @The Home Depot

Role Description

The Area Installation Specialist (AIS) is responsible for assisting with the customer experience throughout the install job life cycle. This includes:

• Performing technical measures
• Assessing pre-existing conditions
• Performing product affirmations
• Conducting Job Site Inspections (JSIs) to review quality of work
• Conducting service provider badging checks
• Meeting with customers to ensure the install experience is consistent with THD standards
• Resolving customer complaints
• Making decisions to prevent cycle-time delays
• Working with service providers to resolve issues
• Approving or escalating project changes prior to moving forward
• Ensuring all open items are completed to the customer's satisfaction at the end of the install process

Qualifications

• Must be eighteen years of age or older
• Must be legally permitted to work in the United States
• Must pass pre-employment test if applicable
• Construction/home improvement industry experience (preferred)
• Prior experience managing residential home improvement install projects (preferred)
• Bachelor's degree or equivalent in a related field (minimum education)
• No additional education (preferred education)
• 5 years of work experience (minimum)
• No additional years of experience (preferred)
• None (minimum leadership experience)
• None (preferred leadership experience)
• No certifications required

Requirements

• 25% Customer Experience:
  • Initiates and maintains regular communication with customers across the install life-cycle
  • Ensures timely customer follow-up and resolves open questions or job changes
  • Resolves job-in-process items such as scope of work changes, add-labor items, and material needs
  • Manages open services and assigned Care Tickets to resolution
• 60% Job Process Management:
  • Manages all jobs from assigned area and product category
  • Assesses pre-existing conditions, performs product affirmations, and performs technical measures
  • Responsible for performing Job Site Inspections (JSIs)
  • Conducts service provider badge checks
  • Inspects work to ensure industry construction standards are adhered to
  • Addresses customer questions and ensures job scope changes are documented
  • Ensures the overall install experience meets or exceeds customer expectations
  • Manages timely closure of all open services within assigned area
• 15% Operations:
  • Assists in management of customer inquiries across the install life cycle
  • Resolves open services and jobs-on-hold
  • Initiates change of scope requests to drive efficient job life-cycle timelines
  • Uses reporting and related systems to provide overall customer experience and accuracy at install

Benefits

• Typically requires overnight travel less than 10% of the time
• Requires intermittent periods of continuous physical exertion
• Usually in a comfortable environment but with regular exposure to moderate physical discomfort

Competencies

• Action Oriented
• Business Insights
• Collaborates
• Communicates Effectively
• Customer Focus
• Strong time management and organizational skills
• Strong negotiating skills
• Strong business acumen
• Problem solving and multi-tasking skills
• Collaborative leadership skills with strong value on partnerships

Salary Information

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: The pay range for this position is between $20.00 - $30.00.