Job Title

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 Must be fluent in French and English Call centre operations or similar experience preferred. Experience with SAP ERP & COM is an asset. Le spcialiste, Exprience relative aux projets, joue un rle essentiel en garantissant une exprience exceptionnelle nos clients ainsi qu nos partenaires internes et externes en matire de projets. Il optimise cette exprience du dbut la fin en tenant compte de diffrents aspects, dont la coordination des projets, lexprience des clients et les partenariats tablis. Il fournit aux clients un soutien exceptionnel par tlphone, sur les mdias sociaux, par clavardage et par courriel tout en sassurant de lexactitude des commandes entrantes et sortantes destines aux projets des clients. Principales responsabilits Gestion de projet Fidliser les clients de faon proactive en les maintenant informs tout au long de la progression de leurs projets (tat des projets, tapes cls atteintes, changements apports, etc.). Grer efficacement divers projets complexes simultanment, tout en offrant une exprience exceptionnelle aux clients et en respectant les processus et les chanciers tablis. Collaborer avec les intervenants appropris pour acclrer la mise en uvre des projets. Prendre en charge les projets et collaborer avec divers partenaires pour les terminer dans des dlais raisonnables. valuer les risques et en effectuer le suivi tout au long des projets en prenant des mesures proactives pour fidliser les clients. Sengager fond dans loptimisation des processus tablis en dterminant les occasions damlioration, en faisant preuve desprit dentreprise, en utilisant les outils appropris et en suggrant des solutions aux responsables en vue de parfaire continuellement lexprience des clients. Communication Agir titre de personne-ressource principale pour la coordination des projets et les communications associes. tablir des relations durables et troites avec les clients et les partenaires internes en comprenant leurs besoins, difficults et objectifs uniques. Utiliser divers moyens de communication et respecter les processus actuellement tablis en se servant des systmes et des outils appropris. Crer des liens durables et aider efficacement les quipes interfonctionnelles. Faire preuve dempathie et de sensibilit tout en se vouant lvaluation des besoins des clients. Comptences Souci de la clientle. Communication efficace. Amlioration des rsultats. Aptitudes Comptences analytiques; aptitude conceptualiser diffrentes possibilits. Excellentes comptences en organisation, en gestion du temps et en matire de suivi. Excellentes aptitudes pour la communication, les relations interpersonnelles et le rseautage pour composer avec les intervenants internes et externes. Capacit ragir rapidement et de manire dcisive par rapport des situations dfavorables, des problmes complexes et des clients en colre. Capacit travailler de manire autonome avec un minimum dencadrement ainsi quen quipe. Suprieur immdiat ou subordonns Suprieur immdiat: superviseur, Centre de relation clientle. Exigences relatives aux dplacements Aucun dplacement requis. Exigences physiques Position assise un poste de travail la majorit de la journe, rarement debout. Utilisation dun ordinateur et dautres technologies. Travail hybride Sans emplacement prcis. Conditions de travail Travail sdentaire. Espace de travail domicile, sans bruit ni distractions pendant toute la dure du quart de travail. Horaire variable (disponibilits de jour, de soir et de fin de semaine). Exigences de base Diplme dtudes secondaires ou formation gnrale. Exprience professionnelle Candidats internes: exigences minimales relatives lanciennet (unan) et au code de rendement. Au moins 3 5ans dexprience en gestion de projet, un atout. Exprience en gestion s.o. Accrditations s.o. Autres exigences Exprience dans un centre dappels ou exprience similaire, un atout. Exprience avec les systmesde planification des ressources dentreprise (ERP) et de gestion des commandes (OM) de SAP, un atout. #J-18808-Ljbffr