Services Solutions Expediter

About the Role

This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.

Key Responsibilities

• Represents the Services Team in all communications with customers and/or business partners by conducting business professionally always, both verbally and in writing, throughout the lifecycle of urgent customer issues.
• Handles issues with the utmost sensitivity and urgency, identifying when additional assistance may be required.
• Provides a differentiating customer experience by identifying and responding appropriately to customer and business partner needs.
• Documents interactions according to standards to ensure complete and accurate records are maintained and communicated with the customer or business partner, including next steps.
• Expedites solutions for urgent situations such as product reorders, aged jobs, real-time escalated concerns, and expense recovery.
• Coordinates action across multiple internal and external parties, while sometimes deviating from standard processes.
• Delivers effective, customer-centric support across multiple channels of communication including phone and e-mail.
• Utilizes established tools, systems, and processes to determine the best course of action to secure optimal solutions for customers and business partners, which may require using judgement when the need does not fall into standard protocol.
• Serves as a knowledgeable resource for escalated customers or business partner issues through consistent, accurate, and efficient delivery of information; including handling escalated customer calls.
• Organizes work processes in applicable systems with prioritization for execution to ensure the most efficient workflow while collaborating with others (i.e., Service Providers, Stores, Peers, Vendors, IST, other business partners etc.).
• Reviews product, project, or job details and measurements submitted by the Service Provider (i.e., installer) to validate whether everything needed has been provided, taking action if additional information is required to move the situation forward.
• Approves or rejects the information submitted by the Service Provider and follows up as needed to obtain required information.
• Uses information submitted from the Service Provider to quickly address outstanding product or job-related needs, ensuring customer and/or business partner needs are met.
• Works in various internal selling and project management systems to obtain and verify information related to service requests. Communicating with others involved in the selling and/or post-sale process.
• Sends, receives, and responds to inquiries from Stores, IST, Product Vendors, Service Providers, and other business partners related to product and/or job details, and escalates issues/questions when appropriate.
• Provides peers and leadership team with relevant and timely information when needed to support their decisions and work activities.
• Draws from experience supporting the program to offer ways to improve the customer experience within the Home Services Organization.
• Provides feedback when there are gaps in process or broader team execution.
• Being friendly and professional, and engaging when interacting with customers or any other business partner to deliver home improvement products or job solutions.
• Ensure all required compliance documents related to permits and Lead Safe Practices are uploaded in the appropriate system.
• Manage and resolve Work Order issues (post project completion) including assessment of related costs and the potential of service provider and/or vendor charge backs.

Requirements & Tech Stack

• High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
• Less than 1 year Customer Service Experience
• 1 Year Contact/Call Center Experience
• This position operates in a fast-paced, dynamic environment, and flexibility in work schedules—including occasional nights or weekends—may be necessary.
• Proactive and adaptable individual with strong problem-solving skills, the ability to think critically, and a focus on delivering solutions.
• Requires collaboration with multiple departments and partners, requiring clear communication and a solution-oriented mindset.
• Continuously improve your skills based on feedback, embracing coaching to enhance your performance and overall impact.

Pay Range: $17.73 - $29.61 per hour