Contact Centre, Customer Engagement specialist

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


Position Overview:

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:

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:

Customer Focus, Communicates Effectively, Decision Quality

Skills:

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:

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 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:

N/A


Certifications:

N/A


Other Requirements – Assets:

Bi-lingual in French is an asset

Microsoft Office and SAP knowledge is an asset