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About the Role

The Area Installation Specialist (AIS) assists with the customer experience throughout the install job life cycle, including performing technical measures, assessing conditions, and affirming products. The AIS conducts Job Site Inspections (JSIs) to review work quality, perform service provider badging checks, and meet with customers to ensure installs meet THD standards. This role resolves customer complaints, prevents delays, works with service providers, and approves project changes. The AIS ensures all open items are completed to customer satisfaction.

Responsibilities

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, and escalates decisions as appropriate.
Manages open services and assigned Care Tickets to resolution.
Manages all jobs from assigned area and product category.
Assesses pre-existing conditions, performs product affirmations, and performs technical measures.
Performs Job Site Inspections (JSIs) including conducting 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 is meeting or exceeding the customer's expectations.
Manages timely closure of all open services within assigned area.
Assists in management of customer inquiries across the install life cycle.
Resolves open services and resolves 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.

Requirements

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.
Prior experience managing residential home improvement install projects.

Skills

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 where strong value is placed on partnerships

Work Type

Overnight travel less than 10% of the time.

Experience Level

5 years of work experience

Education Level

Bachelor's degree program or equivalent degree in a field of study related to the job.

Salary/Compensations

$26.00 - $36.00

About the Company

With a career at The Home Depot, you can be yourself and also be part of something bigger.