Job Title

With a career at The Home Depot, you can be yourself and also be part of something bigger. The Customer Experience Specialists primary focus is to provide a seamless customer experience. The position is responsible for interacting with customers, and internal/external partners and managing expectations for various customer types answering contacts and flowing through numerous sources. Using a high level of attention to detail, organizational skills and the ability to follow up on matters the Customer Experience Specialist is responsible for owning all customer interactions, listening to and analyzing customer feedback and using this information to deliver the desired outcome Key Responsibilities Customer Service Respond or follow-up with customers, stores, service providers and field teams across all channels to provide an optimal experience. Effectively balance several complex tasks, while ensuring an excellent customer experience and adhering to process and service level expectations. Ability to build strong relationships and effectively contribute to cross-functional teams. Project Management Take ownership of customer inquiries, leveraging all appropriate resources and tools to ensure that the task is resolved with the least number of touchpoints and in a timely manner. Ability to continuously cross skill and train to grow knowledge related to Home Depots products, services and process. Support in sales retention and recovery processes to optimize customer loyalty and experience. Able to work independently with minimum direction as well as in a team environment. Communication Collaborate with relevant stakeholders to provide expedited experiences. Keep customers informed on the status of their inquiry, while performing the duties required to maintain a consistent end to end customer experience. 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. 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 High school diploma or equivalent Minimum Years of Work Experience Internal Candidates: Must fulfill minimum time-in-position and performance management code requirements. 3-5 years frontline customer service preferred. Minimum Leadership Experience N/A Certifications (Any necessary certifications or licenses) N/A Other Requirements Assets Call centre operations or similar experience preferred. Experience with SAP ERP & COM is an asset. Le spcialiste, Exprience de magasinage du client, a pour principal objectif doffrir une exprience de magasinage sans faille. Le titulaire du poste interagit avec les clients et les partenaires internes et externes, et gre les attentes des divers types de clients en rpondant aux demandes et en ayant recours de nombreuses ressources. En faisant preuve dune grande minutie, dun bon sens de lorganisation et dune capacit avre assurer un suivi, le spcialiste, Exprience de magasinage du client, est responsable de toutes les interactions avec les clients, dcouter et danalyser leurs commentaires et dutiliser ces renseignements pour obtenir le rsultat souhait. Principales responsabilits Service la clientle Rpondre aux clients, aux quipes des magasins, aux fournisseurs de services et aux quipes sur le terrain sur tous les canaux ou assurer un suivi auprs deux pour offrir une exprience optimale. Grer efficacement diverses tches complexes, tout en offrant une exprience exceptionnelle aux clients et en respectant les procdures et les attentes tablies en matire de service. Crer des liens durables et aider efficacement les quipes interfonctionnelles. Gestion de projets Prendre en charge les demandes des clients et tirer parti de lensemble des ressources et des outils appropris pour veiller ce que la tche soit effectue avec le moins de points de communication possible et en temps opportun. tre en mesure de faire preuve de polyvalence et de se perfectionner afin dapprofondir ses connaissances relatives aux produits, aux services et aux processus de HomeDepot. Soutenir la rcupration des ventes et les processus en place visant fidliser les clients et amliorer leur exprience. Travailler de manire autonome avec un minimum dencadrement ainsi quen quipe. Communication Collaborer avec les intervenants appropris pour assurer une exprience efficace. Tenir les clients informs de ltat de leur demande tout en effectuant les tches requises pour offrir une exprience de magasinage constante de bout en bout. Comptences Souci de la clientle. Communication efficace. Amlioration des rsultats. Aptitudes Comptences analytiques; aptitude conceptualiser diffrentes possibilits. Excellentes comptences en matire dorganisation, de gestion du temps et 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. 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). tudes Diplme dtudes secondaires ou lquivalent. Exprience professionnelle Candidats internes: exigences minimales relatives lanciennet et au code de rendement. Trois cinq annes dexprience en service la clientle de premire ligne. Exprience en direction s.o. Accrditations (prcision de toute accrditation ou tout permis requis) s.o. Autres exigences Exprience dans un centre dappels ou exprience similaire, un atout. Exprience avec les systmes de planification des ressources dentreprise (ERP) et de gestion des commandes (OM) de SAP, un atout. #J-18808-Ljbffr