Contact Centre, Customer Engagement Specialist
2 days ago
**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 mínimal 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
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Toronto, Canada The Home Depot Canada Full time**With a career at The Home Depot, you can be yourself and also be part of something bigger.** 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...
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