Contact Centre, Bilingual Project Experience specialist at The Home Depot in Toronto, ON  M3C 4H9

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:

Customer Focused, Communicates Effectively, Driving Results

Skills:

• 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:

• No travel is required for this role.

Physical Requirements:

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

Hybrid Work:

• Independent

Working Conditions:

• 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:

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

Minimum Years of Work Experience:

• 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:

N/A

Certifications:

N/A

Other Requirements – Assets:

• Call centre operations or similar experience preferred.
• Experience with SAP ERP & COM is an asset.

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:

Customer Focused, Communicates Effectively, Driving Results

Skills:

• 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:

• No travel is required for this role.

Physical Requirements:

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

Hybrid Work:

• Independent

Working Conditions:

• 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:

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

Minimum Years of Work Experience:

• 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:

N/A

Certifications:

N/A

Other Requirements – Assets:

• Call centre operations or similar experience preferred.
• Experience with SAP ERP & COM is an asset.

Le spécialiste, Expérience relative aux projets, joue un rôle essentiel en garantissant une expérience exceptionnelle à nos clients ainsi qu’à nos partenaires internes et externes en matière de projets. Il optimise cette expérience du début à la fin en tenant compte de différents aspects, dont la coordination des projets, l’expérience des clients et les partenariats établis. Il fournit aux clients un soutien exceptionnel par téléphone, sur les médias sociaux, par clavardage et par courriel tout en s’assurant de l’exactitude des commandes entrantes et sortantes destinées aux projets des clients.

Principales responsabilités :

Gestion de projet

• Fidéliser les clients de façon proactive en les maintenant informés tout au long de la progression de leurs projets (état des projets, étapes clés atteintes, changements apportés, etc.).
• Gérer efficacement divers projets complexes simultanément, tout en offrant une expérience exceptionnelle aux clients et en respectant les processus et les échéanciers établis.
• Collaborer avec les intervenants appropriés pour accélérer la mise en œuvre des projets.
• Prendre en charge les projets et collaborer avec divers partenaires pour les terminer dans des délais raisonnables.
• Évaluer les risques et en effectuer le suivi tout au long des projets en prenant des mesures proactives pour fidéliser les clients.
• S’engager à fond dans l’optimisation des processus établis en déterminant les occasions d’amélioration, en faisant preuve d’esprit d’entreprise, en utilisant les outils appropriés et en suggérant des solutions aux responsables en vue de parfaire continuellement l’expérience des clients.

Communication

• Agir à titre de personne-ressource principale pour la coordination des projets et les communications associées.
• Établir des relations durables et étroites avec les clients et les partenaires internes en comprenant leurs besoins, difficultés et objectifs uniques.
• Utiliser divers moyens de communication et respecter les processus actuellement établis en se servant des systèmes et des outils appropriés.
• Créer des liens durables et aider efficacement les équipes interfonctionnelles.
• Faire preuve d’empathie et de sensibilité tout en se vouant à l’évaluation des besoins des clients.

Compétences :

• Souci de la clientèle.

• Communication efficace.
• Amélioration des résultats.

Aptitudes :

• Compétences analytiques; aptitude à conceptualiser différentes possibilités.
• Excellentes compétences en organisation, en gestion du temps et en matière de suivi.
• Excellentes aptitudes pour la communication, les relations interpersonnelles et le réseautage pour composer avec les intervenants internes et externes.
• Capacité à réagir rapidement et de manière décisive par rapport à des situations défavorables, des problèmes complexes et des clients en colère.
• Capacité à travailler de manière autonome avec un minimum d’encadrement ainsi qu’en équipe.

Supérieur immédiat ou subordonnés

• Supérieur immédiat : superviseur, Centre de relation clientèle.

Exigences relatives aux déplacements :

• Aucun déplacement requis.

Exigences physiques

• Position assise à un poste de travail la majorité de la journée, rarement debout.
• Utilisation d’un ordinateur et d’autres technologies.

Travail hybride

• Sans emplacement précis.

Conditions de travail

• Travail sédentaire.
• Espace de travail à domicile, sans bruit ni distractions pendant toute la durée du quart de travail.
• Horaire variable (disponibilités de jour, de soir et de fin de semaine).

Exigences de base :

• Diplôme d’études secondaires ou formation générale.

Expérience professionnelle :

• Candidats internes : exigences minimales relatives à l’ancienneté (un an) et au code de rendement.
• Au moins 3 à 5 ans d’expérience en gestion de projet, un atout.

Expérience en gestion :

• s. o.

Accréditations :

• s. o.

Autres exigences :

• Expérience dans un centre d’appels ou expérience similaire, un atout.
• Expérience avec les systèmes de planification des ressources d’entreprise (ERP) et de gestion des commandes (OM) de SAP, un atout.