Job Description

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

The Project Experience Specialist plays a pivotal role in ensuring exceptional project experiences for our customers, internal and external partners. This position focuses on optimizing the overall project journey, through to completion, by integrating aspects of project coordination, customer experience, and collaboration with partners. Associates in this role are required to provide excellent customer support via phone, social media, live chat and/or email along with maintaining inbound and outbound volumes pertaining to customer projects.

Key Responsibilities:

Project Management:

Drives customer loyalty by proactively keeping customers informed on the project status, milestones, and changes. Effectively balance several complex projects simultaneously, while ensuring an excellent customer experience and adhering to process and expected timelines. Collaborate with relevant stakeholders to provide expedited project experiences. Demonstrate ownership of the experience, work with multiple partners, seeing through to completion within a reasonable timeline. Monitor and assess risk throughout the project lifecycle, taking proactive measures to ensure sales retention and optimize customer loyalty. Demonstrate a strong commitment to on-going process improvement through identifying opportunities, exhibiting entrepreneurial spirit, using appropriate tools, and providing solutions to leaders to continuously improve the customer experience.

Communication:

Serve as the primary point of contact for all project-related coordination and communications. Develops strong and cohesive relationships with customers and internal partners by understanding their unique needs, challenges, and project goals. Uses various channels of communication and adheres to current outlined processes by leveraging appropriate systems and tools. Ability to build strong relationships and effectively contribute to cross-functional teams. Required to act with empathy and sensitivity while maintaining a passion for assessing customer needs.

Competencies

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Customer Focused, Communicates Effectively, Driving Results

Skills

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Ideal candidate will possess analytical skills with the ability to conceptualize a variety of different outcomes. Exceptional organizational, time management and follow-up skills are essential. Strong communication, relationship building skills and networking abilities to deal with internal and external stakeholders. Ability to respond positively and decisively to adverse situations, complicated issues, and/or irate customers. Able to work independently with minimum direction as well as in a team environment.

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, evening and weekend availability.

Minimum Education

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The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience

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Internal Candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements. 3-5 years project management experience preferred.

Minimum Leadership Experience

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N/A

Certifications

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N/A

Other Requirements

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Must be fluent in French and English Call centre operations or similar experience preferred. Experience with SAP ERP & COM is an asset.

Le specialiste, Experience relative aux projets, joue un role essentiel en garantissant une experience exceptionnelle a nos clients ainsi qu'a nos partenaires internes et externes en matiere de projets. Il optimise cette experience du debut a la fin en tenant compte de differents aspects, dont la coordination des projets, l'experience des clients et les partenariats etablis. Il fournit aux clients un soutien exceptionnel par telephone, sur les medias sociaux, par clavardage et par courriel tout en s'assurant de l'exactitude des commandes entrantes et sortantes destinees aux projets des clients.

Principales responsabilites

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Gestion de projet

Fideliser les clients de facon proactive en les maintenant informes tout au long de la progression de leurs projets (etat des projets, etapes cles atteintes, changements apportes, etc.). Gerer efficacement divers projets complexes simultanement, tout en offrant une experience exceptionnelle aux clients et en respectant les processus et les echeanciers etablis. Collaborer avec les intervenants appropries pour accelerer la mise en oeuvre des projets. Prendre en charge les projets et collaborer avec divers partenaires pour les terminer dans des delais raisonnables. Evaluer les risques et en effectuer le suivi tout au long des projets en prenant des mesures proactives pour fideliser les clients. S'engager a fond dans l'optimisation des processus etablis en determinant les occasions d'amelioration, en faisant preuve d'esprit d'entreprise, en utilisant les outils appropries et en suggerant des solutions aux responsables en vue de parfaire continuellement l'experience des clients.

Communication

Agir a titre de personne-ressource principale pour la coordination des projets et les communications associees. Etablir des relations durables et etroites avec les clients et les partenaires internes en comprenant leurs besoins, difficultes et objectifs uniques. Utiliser divers moyens de communication et respecter les processus actuellement etablis en se servant des systemes et des outils appropries. Creer des liens durables et aider efficacement les equipes interfonctionnelles. Faire preuve d'empathie et de sensibilite tout en se vouant a l'evaluation des besoins des clients.

Competences

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Souci de la clientele. Communication efficace. Amelioration des resultats.

Aptitudes

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Competences analytiques; aptitude a conceptualiser differentes possibilites. Excellentes competences en organisation, en gestion du temps et en matiere de suivi. Excellentes aptitudes pour la communication, les relations interpersonnelles et le reseautage pour composer avec les intervenants internes et externes. Capacite a reagir rapidement et de maniere decisive par rapport a des situations defavorables, des problemes complexes et des clients en colere. Capacite a travailler de maniere autonome avec un minimum d'encadrement ainsi qu'en equipe.

Superieur immediat ou subordonnes

Superieur immediat : superviseur, Centre de relation clientele.

Exigences relatives aux deplacements

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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, de soir et de fin de semaine).

Exigences de base

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Diplome d'etudes secondaires ou formation generale.

Experience professionnelle

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Candidats internes : exigences minimales relatives a l'anciennete (un an) et au code de rendement. Au moins 3 a 5 ans d'experience en gestion de projet, un atout.

Experience en gestion

:

s. o.

Accreditations :

s. o.

Autres exigences

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Experience dans un centre d'appels ou experience similaire, un atout. * Experience avec les systemes de planification des ressources d'entreprise (ERP) et de gestion des commandes (OM) de SAP, un atout.