Issue Resolution Specialist

About the Role

The ISE Issue Resolution Specialist is responsible for resolving issues logged by the MET and third party associates in stores when executing projects. The specialist will leverage training, issues matrices, and departmental knowledge to drive expedited resolution and allow in-store labor teams to complete projects as quickly as possible.

Responsibilities

• Review issues logged by MET or third party labor associates related to projects being executed in stores. Assess the issue, determine resolution, and deploy necessary adjustments and/or items to enable completion (70%).
• Train on upcoming projects to ensure good base knowledge before execution begins (20%).
• Escalate pervasive issues which require departmental support (10%).

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• High school diploma or GED.
• Minimum of 1 year of work experience.

Preferred Qualifications

• Prior issue resolution or call center experience.
• Strong written and verbal communications skills, presentation, and facilitation skills.
• Proficient in Microsoft Office Suite including Excel, PowerPoint, Project, and Word.

Skills

• Highly organized.
• Excellent written and verbal communication skills.
• Strong ability to multi-task and handle competing priorities.
• Strong decision-making and problem-solving skills.

Working Conditions

• Located in a comfortable indoor area; any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position with frequent opportunity to move about.
• On rare occasions, there may be a need to move or lift light articles.
• Typically requires overnight travel less than 10% of the time.

This position reports to the Issue Resolution Manager and has no direct reports.