Contact Centre, Bilingual Project Experience specialist, 12 month contract

The Home Depot; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

The Home Depot is seeking a bilingual Project Experience Specialist for a 12-month contract in Toronto, ON. You will orchestrate project coordination, customer experience, and partner collaboration to ensure a smooth journey from start to finish.

You will support customers via phone, social media, live chat and/or email; manage inbound and outbound project volumes; and work with internal teams to keep projects on track. Fluency in French and English is required.

Qualifications

• High school diploma or GED required.
• 3–5 years of project management experience preferred.
• Fluent in French and English.
• Call centre operations or similar experience preferred.
• Experience with SAP ERP and COM is an asset.

Responsibilities

• Drive customer loyalty by proactively informing customers of project status, milestones, and changes.
• Balance multiple complex projects while ensuring excellent customer experience and timelines.
• Collaborate with stakeholders to deliver expedited project experiences.
• Own the project experience and coordinate with multiple partners to completion.
• Monitor risk throughout the project lifecycle and support sales retention.
• Identify process improvements and propose solutions to leaders to enhance customer experience.

Skills

Project management

Customer service

Communication

Cross-functional collaboration

Time management

Education

High school diploma or GED

Tools

SAP ERP

COM

Job description

Contact Centre, Bilingual Project Experience specialist, 12 month contract at The Home Depot in Toronto, ONM3C 4H9

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.

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:

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.

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.

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.

Communication

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In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada uses Artificial Intelligence (AI) technology to assist with the screening and assessment of applicants for this position. This technology is used to quickly and consistently identify candidates whose skills and experience are the strongest match for the role. Our process is designed to ensure human oversight is maintained throughout the selection process.

Our Core Values Press ENTER to read the content or TAB to skip.

Our associates are encouraged to initiative creative and innovative ways to serve our customers and improve the business as well as spread best practices throughout the company.

Taking Care of Our People

The key to our success is treating people well. We do this by encouraging associates to speak up and take risks, by recognizing and rewarding good performance and by leading and developing people so they may grow.

Respect For All People

In order to remain successful, our associates must work in an environment of mutual respect, free of discrimination and harassment where each associate is regarded as a part of The Home Depot Canada team.

Doing The Right Thing

We exercise good judgement by “doing the right thing” instead of just “doing things right.” We strive to understand the impact of our decisions and we accept responsibility for our actions.

Building Strong Relationships

Strong relationships are built on trust, honesty and integrity. We listen and respond to the needs of customers, associates, communities and vendors, treating them as partners.

Giving Back

An important part of the fabric of The Home Depot Canada is giving our time, talents, energy and resources to help strengthen the communities we live and work in.

Along with our quality products, service, price and selection, we must go the extra mile to give customers knowledgeable advice about merchandise and to help them use those products to their maximum benefit.

Creating Shareholder Value

The investors who provide the capital necessary to allow our company to grow need and expect a return on their investment. We are committed to providing it.