Issue Resolution Specialist

Position Overview

The Issue Resolution Specialist (ISE) at The Home Depot is tasked with addressing and resolving issues reported by the MET and third-party associates during project execution within stores. The role involves utilizing training, issue matrices, and departmental insight to ensure swift solutions that enable in-store labor teams to complete assigned projects promptly.

Primary Duties

• Analyze 70% of issues logged by MET or third-party labor teams regarding in-store projects to identify problems, determine solutions, and implement necessary adjustments or provide required resources ensuring project completion.
• Conduct training sessions on upcoming projects to establish foundational knowledge prior to project initiation, accounting for 20% of responsibilities.
• Manage escalation of persistent or widespread issues needing further departmental assistance, encompassing 10% of workload.

Reporting and Travel

• Directly reports to the Issue Resolution Manager with no supervising obligations.
• Requires occasional overnight travel, typically less than 10% of the time.

Work Environment and Physical Requirements

• Primarily seated work with frequent opportunities for movement; occasional lifting or handling of light items.
• Workspace is a comfortable, indoor setting with minimal exposure to unpleasant conditions.

Qualifications

• Must be at least 18 years old and legally authorized to work in the United States.
• Minimum education requirement is a high school diploma or GED.
• At least one year of work experience, preferably in issue resolution or call center environments.
• Proficient with Microsoft Office Suite including Excel, PowerPoint, Project, and Word.
• Possesses strong written and verbal communication, presentation, and facilitation skills.
• Highly organized with capability to handle multiple competing priorities effectively.
• Demonstrates sound decision-making and problem-solving abilities.