Settlement Coordinator
About The Position
The Services Customer Coordinator is responsible for utilizing The Home Depot At Home Services systems and processes to coordinate all functions related to the collection of outstanding balances upon completion of jobs. This position is responsible for managing a book of business while partnering with field personnel to confirm completion of jobs. The coordinator will take necessary steps to resolve customer issues preventing payment and escalate issues as necessary. They will also partner with customers as necessary to close out jobs, including sending out written communications regarding account status.
Requirements
- Must be 18 years of age or older.
- Must be legally permitted to work in the United States.
- 1 year of work experience.
Nice To Haves
- Working knowledge of Microsoft Office Suite
- Demonstrated ability to collaborate and work effectively with cross-functional teams
- Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
- Excellent written and verbal communication skills
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Responsibilities
- Daily review of customer account information for notes from the field and balance due to determine payment status and last communication with customer to identify next steps needed.
- Contact customers daily via phone and electronic communication to settle/resolve outstanding balances on completed jobs. Partner with AR to verify pending payments.
- Make outbound calls to document and coordinate next steps with field partners on all jobs within a book of business where issues with the process and/or installation were identified as a reason for the customer withholding payment.
- Work with ISM/SM to resolve issues and determine other payment options, if a service needs to be completed, or if a job needs to be sent to collections.
- Follow a collections process when unable to establish communication with a customer, or when able to establish communication but a customer is in disagreement with terms and all other methods to resolve the dispute have failed.
- Take necessary steps to resolve customer issues preventing payment by following an escalation process with center management and field partners, getting status updates on open balances where the field is responsible for completing a task.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
