Home Depot Compact Power - Regional Communications Administrator - Fort Mill, SC in Fort Mill, South Carolina

THD Rental (Large Equipment Rental and Compact Power Equipment Services), based in Fort Mill, SC, is a team of approximately 800 talented associates based across the U.S., Canada and Puerto Rico. Comprised of highly trained professional technicians, we provide comprehensive management of commercial equipment including installation, repair, preventative maintenance and parts management. Additionally, we offer large towable equipment rental and on-site equipment delivery.

Compact Power Equipment Services is comprised of over 300 talented and highly trained professional technicians. 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.

We live our Core Values: Excellent Customer Service, Creating Shareholder Value, Entrepreneurial Spirit, Taking Care of Our People, Respect for All People, Doing the Right Thing, Building Strong Relationships, Giving Back

WEEKEND SHIFT/REMOTE (FRIDAY - MONDAY: 8:00 AM-7:00 PM)

POSITION PURPOSE:

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) 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, RESPONSIBILITES 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 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 or VP, Service Administration

  • 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

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

High school diploma or GED

QUALIFICATIONS

  • Experience in Data Entry

  • Excellent written and verbal communication skills

  • Demonstrated leadership skills as it relates to change

  • Microsoft Office proficiency with intermediate Excel skills

  • Strong attention to detail

  • Ability to handle multiple priorities

  • Demonstrated problem solving ability, including efficiency in determining solutions and communicating through proper channels to achieve optimal results

PREFERRED QUALIFICATIONS

  • 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 (SLA’s)

  • Bachelor’s degree or equivalent experience

YEARS OF RELEVANT WORK EXPERIENCE - 3

PHYSICAL JOB REQUIREMENTS

Working conditions include siting for extended time periods, repetitive movements of hands, arms and wrists in front of a computer monitor continuously.

We offer a full array of benefits that include health, well-being, and financial. Please visit LIVETHEORANGELIFE.COM for more details.

EEO / AA / M / F / VETS / DISABLED

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.

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.