Job Description

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

The Frontline Customer Engagement Specialist's primary responsibility is to provide consultative customer service that consistently meets or exceeds Company standards of excellence and customer expectations. This position is responsible for creating an effortless customer experience for a variety of external and internal customers flowing through multiple communication platforms. The Frontline Customer Engagement specialist takes ownership of customer issues, leveraging resources available while also recognizing the need to escalate to solve the customer's contact efficiently.

Key Responsibilities

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Customer Service:

Greet and support customers via varying communication platforms to best support a fast, efficient and seamless experience within identified goals and timelines Engage conversations with probing questions to quickly assess needs, proactively provide solutions with a high degree of accuracy and superior customer service while delivering a positive end to end experience. Empathically respond to inquiries, taking full ownership of interaction, while providing exceptional end to end customer experience while recognizing when customer contact requires escalation Ability to effectively recognize different customer types and cater support and resolution towards individual customer needs (Pro/DIY/Online)

Communication:

Clear and concise communication to effectively document details relating to all interactions inbound/outbound using appropriate systems. Collaborate with internal and external partners, leveraging all necessary tools, to resolve customer inquiries. Shows genuine appreciation through each contact supported while thanking them for their continued loyalty to the Home Depot

Competencies

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Customer Focus, Communicates Effectively, Decision Quality

Skills

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Ability to engage with customers virtually Strong problem solving, organizational and time management skills Excellent verbal and written communication skills Strong ability to work independently and collaboratively

Direct Manager/Direct Reports

Reports to: Contact Centre Supervisor

Travel Requirements

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No travel is required for this role.

Physical Requirements

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Requires sitting at a workstation, majority of the day, with minimal standing. Operating a computer and other technology.

Hybrid Work

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Independent

Working Conditions

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Sedentary work Associates are expected to ensure they have an established work area in their home free from domestic noise and distractions during the full length of their assigned work shift. Work a flexible schedule, requiring both daytime and evening availability and shifts could be scheduled on any day of the week.

Minimum Education:

Highschool diploma or equivalent

Minimum Years of Work Experience

:


N/A

Minimum Leadership Experience

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N/A

Certifications

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N/A

Other Requirements - Assets:

Bi-lingual in French is an asset Microsoft Office and SAP knowledge is an asset

La principale responsabilite du specialiste, Engagement aupres de la clientele, est d'offrir un service a la clientele consultatif qui respecte ou depasse constamment les normes d'excellence de l'entreprise et les attentes des clients. Le titulaire de ce poste est responsable de creer une experience de magasinage sans effort pour une variete de clients externes et internes qui passent par plusieurs plateformes de communication. Le specialiste, Engagement aupres de la clientele, prend en charge les problemes des clients en tirant parti des ressources disponibles et en signalant les problemes lorsqu'il reconnait que c'est necessaire a leur resolution.

Principales responsabilites

Service a la clientele

Accueillir et soutenir les clients par l'entremise de diverses plateformes de communication afin de soutenir au mieux une experience rapide, efficace et sans tracas dans le respect des objectifs et des echeanciers etablis. Engager la conversation avec des questions exploratoires pour cerner rapidement les besoins et fournir de facon proactive des solutions de grande precision et un service a la clientele superieur pour que l'experience soit positive en tous points. Repondre avec empathie aux demandes et assumer la pleine responsabilite des interactions pour offrir une experience de magasinage exceptionnelle de A a Z, tout en sachant reconnaitre lorsqu'il est necessaire de signaler les problemes des clients. Savoir reconnaitre efficacement les differents types de clients et repondre a leurs besoins individuels (entrepreneurs, bricoleurs et clients en ligne).

Communication

Documenter de maniere claire, concise et efficace les details de toutes les interactions entrantes et sortantes a l'aide des systemes appropries. Collaborer avec les partenaires internes et externes en tirant parti de tous les outils necessaires pour resoudre les demandes des clients. Faire preuve d'une reelle reconnaissance dans chaque interaction avec les clients en les remerciant de leur loyaute envers Home Depot.

Competences

Souci de la clientele. Communication efficace. Prise de decisions de qualite.

Aptitudes

Capacite d'interagir virtuellement avec les clients. Solides competences en matiere de resolution de problemes, d'organisation et de gestion du temps. Excellentes aptitudes pour la communication orale et ecrite. Grande capacite a travailler seul et en equipe.

Superieur immediat ou subordonnes

Superieur immediat : superviseur, Centre de relation clientele

Exigences relatives aux deplacements

Aucun deplacement requis.

Exigences physiques

Position assise a un poste de travail la majorite de la journee, rarement debout. Utilisation d'un ordinateur et d'autres technologies.

Travail hybride

Sans emplacement precis.

Conditions de travail

Travail sedentaire. Espace de travail a domicile, sans bruit ni distractions pendant toute la duree du quart de travail. Horaire variable (disponibilites de jour et de soir, a tout jour de la semaine).

Etudes

Diplome d'etudes secondaires ou l'equivalent.

Experience professionnelle

s. o.

Experience en direction

s. o.

Accreditations

s. o.

Autres exigences

Bilinguisme (anglais et francais), un atout. * Connaissance de la suite Microsoft Office et des logiciels SAP, un atout.