4 days old

DISTRICT SERVICES MANAGER - LITTLE ROCK

Little Rock, AR 72201
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003EThe District Services Manager (DSM) is a critical role in the Home Services (installation) organization at The Home Depot. DSMs cover 1-3 districts. Their primary responsibilities are to drive quality and customer service through managing Service Providers (installers), ensuring Store Connectivity, and driving Issue Resolution as it relates to Home Depot s installation services.\u003Cbr /\u003E\u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E50% Service Provider Management- Develop and maintain professional customer and Service Provider (SP) relationships. Responsible for assisting in the recruitment, retention, and performance management of SPs within the District. Authorized to provide immediate and corrective feedback to Service Providers to improve performance. Execute consistent monthly quality reviews with select Service Providers to drive high customer service. \u003Cbr /\u003E 25% Store Connectivity \u0096Communicates with District Managers, Store Managers, and Specialty Assistant Store Managers to drive Home Services and Specialty awareness, attach rates/sales, promotions, and process. May act as an interface with store associates, Expeditors, contact centers, and customers. Drive store awareness and engagement surrounding Services and Specialty. Coordinate weekend lead generation events. Partner with Services leadership to execute Program initiatives. May complete competitive shops. Escalates potential program gaps by engaging in Store Walks and developing attack plans for underperforming categories. Communicates new programs and/or processes to help improve Services awareness and customer service. \u003Cbr /\u003E 25% Issue Resolution \u0096 Provides accurate, swift resolution of escalated customer issues. Coaches store management, store associates, and installers on proper and quick resolution. Performs in-home inspections, as needed.\u003Cbr /\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003ETypically reports to Regional Services Manager. \u003Cbr /\u003E 4. No associates report to this role on a permanent basis, but requires the leadership of a work group: assign and review work, train and contribute to performance appraisal (but not hiring, firing or disciplinary action).\u003Cbr /\u003E\u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003ETypically requires overnight travel 20% to 50% of the time.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003EThe knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E\u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E3 years\u003Cbr /\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003EMost 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.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003EStrong communication skills (both written and verbal)/proven customer interaction skills and problem resolution. Project Management skills or leadership skills. Experience in residential remodel project management experience.\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003EKnowledge or experience in the retail store environment, home improvement industry or general construction industry \u003Cbr /\u003E Experience in residential remodel project management\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003ECreates customer-focused environment; provides excellent customer service; sees business through the eyes of our customers \u003Cbr /\u003E Ability to identify root causes and solve issues with a high sense of urgency and detail \u003Cbr /\u003E Excellent communication skills, both written and verbal. Able to communicate at all levels. Proven ability to negotiate and manage issues/conflict \u003Cbr /\u003E Basic to intermediate computer skills; knowledge of Microsoft Office programs \u003Cbr /\u003E Strong organizational skills; strong time, workload, and project management skills. Self-motivated.\u003C/div\u003E

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Posted: 2019-11-07 Expires: 2019-12-11

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DISTRICT SERVICES MANAGER - LITTLE ROCK

Home Depot
Little Rock, AR 72201

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