Contact centre, bilingual resolution specialist

With a career at The Home Depot, you can be yourself and also be part of something bigger.

The Resolution Specialist, Customer Care core responsibility is to find a resolution for all customer issues; both simple and complex that may be received through any of the Home Depot’s Social Media platforms and other channels. This role will involve customer care processes including complaints through channels such as field partners, contact centre escalations, social media, SSC operations, reporting and process improvement initiatives. The position requires the ability to collaborate cross-functionally and make timely decisions by taking full ownership with minimal supervision while also aiming to drive improvements. The Resolutions Specialist uses independent judgment to make the final determination on resolution. The incumbent is empowered to make decisions and manages multiple complex cases per week.

Key Responsibilities:

1. Case Management:

• Manage a number of active cases by providing exceptional customer service.
• Accountable to create, investigate and consult in the resolution of the end-to-end process involving a general liability claim on behalf of The Home Depot Canada.
• Draft and execute on all corporate customer care issues, inclusive of building settlement and release documents, customer offers, denial letters and final position letters.
• Demonstrate empowered ownership irrespective of nature of concern until resolution has been achieved.
• Acts as an early warning system for the Company within digital space and escalate to the leadership team for support.

• Collaborate and provide cross functional support to all lines of business via multi-communication channels inclusive and not limited to administrative tasks, partnership and negotiation strategies following department Standard Operating Procedure (SOP).
• Monitors online @HD mentions for Customer comments and engage on social platforms to resolve Customer Care issues.
• 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.

• Required to lead with empathy and sensitivity while maintaining a passion for assessing customer needs.
• Manages complexity by reviewing multiple sources of information to define problems accurately before moving to solutions.
• Must be attentive to detail, accurate, and able to prioritize multiple tasks in a high pressure, fast-paced environment.
• Ability to make decisions independently that are unstructured and in ambiguous situations by taking full ownership.

Competencies:

• Customer Focused
• Decision Quality
• Manages Conflict

Skills:

• Strong problem solving, organizational and time management skills.
• Ability to make value-based decisions in ambiguous situations thinking outside the box.
• Aptitude for learning new applications/software and processes.

Direct Manager/Direct Reports:

Reports to: Manager, Customer Experience and Sales Support

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 and evening availability and shifts could be scheduled on any day of the week.

Minimum Education:

Bachelor’s degree or equivalent work experience.

Minimum Years of Work Experience:

Internal Candidates: Must fulfill minimum time-in-position (1 year). 3+ years' experience working in a customer service environment handling complaints or escalations with a level of complexity and ambiguity. The knowledge, skills and abilities typically acquired through experience related to the job and/or business and retail.

Minimum Leadership Experience:

N/A

Certifications:

N/A

Other Requirements - Assets:

• Bilingual in French is an asset.
• Microsoft Suite an asset.
• Previous experience in a call centre environment is an asset.