Bilingual Digital Care Specialist

This is a Work From Home role with all equipment provided by Contact Centre Canada. **Position Purpose** The Digital Care Specialist role is responsible for ensuring resolutions for all major and complex Customer issues that appear on Home Depot’s Social Media pages and other electronic channels. By providing a personalized experience, the Digital Care Specialist will manage the end-to-end resolution process for the Customer’s complaint. They will partner closely with internal teams, field partners, Service Providers and Vendors to resolve Customer issues. They must have the ability to make decisions independently that are unstructured and in ambiguous situations by taking full ownership with mínimal supervision while also aiming to drive improvements through trend analysis. Using data gathered from District Services Managers, Operations, Product Merchants, Store Managers, Vendors & others, the Digital Care Specialist uses independent judgment to make the final determination on the resolution, including the salvage (non-refund) of the original sale. The incumbent is empowered to make decisions with considerable financial impact and manages multiple complex cases per week. **Responsibilities** - Manages and moderates all interactions on specific digital platforms as assigned and report findings to the leadership team regarding significant issues, themes, and feedback collected through the channels. - Assist the Digital Care team in developing response best practices, policies and procedures. - Draft and execute on all customer care issues, inclusive of building Settlement & Release documents as well as customer offer and denial letters. - Acts as an early warning system for the Company within digital space and escalate to the leadership team for support. - Meet Customer requirements in a positive and professional manner by answering inquiries and resolving concerns to enhance the customer experience on our digital channels. - Utilize reporting to analyze and measure actual performance against goals. - Track and process all SSC customer complaints through the customer care software tools and/or tracking systems. This would include detailed notes and steps taken to resolve issues. - All other duties as assigned by management. **Experience / Knowledge Required**: - Must meet minimum time in position requirements and performance management code of "M+" (Meets Expectations - Consistently Demonstrates) - Bilingual (French/English) is an Asset - Previous social media or customer service experience is mandatory - The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree/college diploma program or equivalent program in a field of study related to the job - 3-5 years of front-line customer service experience required, call centre operations or similar experience preferred preferably in a retail environment - Ability to respond positively and decisively to adverse situations, complicated issues, and/or irate customers - Strong problem solving and analytical skills and the ability to work independently are essential for this function. - Must enjoy interacting with customers, stores and vendors to be able to deal effectively with conflict - Strong organizational and time management skills and ability to manage numerous projects simultaneously - Broad knowledge of The Home Depot policy, procedures, and structure; knowledge of store systems; SAP / C4C / Sprinklr knowledge is an asset - Ability to interact effectively with all levels within The Home Depot as well as vendors and other outside partners - Strong influencing and negotiation skills; critical thinking skills - Ability to gather information from a variety of sources and make decisions based on thorough analysis and review; ability to solve complex problems - Excellent initiative and ability to get things done; strong attention to detail - PC skills in Word, Excel & PowerPoint required. - Excellent verbal and written communication skills