Contact Centre, Bilingual Project Experience specialist

The Home Depot

3d•$20 - $22•Hybrid

About The Position

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.

Requirements

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.
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Internal Candidates: Must fulfill minimum time-in-position and performance management code requirements.
3-5 years project management experience preferred.

Nice To Haves

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

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.