7350-Annexe (Ellesmere SSC)
Position Purpose :
The project support coordinator / Contact Centre Associate will demonstrate a high level of customer service orientation by coordinating, processing and monitoring in-
store programs and sales orders. This position will focus on exceeding customer’s expectations through their install and specialty projects across Canada, working closely with stores, vendors service providers and the field team.
What sets us apart?
Health and Dental Benefits for Full Time associates
Profit Sharing and Stock Purchase Plan
Paid Training & Career Development
The Home Depot Values that inspire trust and team work amongst associates and leaders
Position Responsibilities :
Meet customer requirements in a positive and professional manner by answering customer inquiries and resolving concerns to optimize the customer experience
Maintain excellent service levels in key performance areas such as order cycle completion
Answer 1800 line and respond to inquiries from customers, stores, service providers and field teams within customer F.I.R.S.T. commitments
Build installation orders once measure is complete.
Troubleshoot any installation issues, including escalation if required.
Expedite all customer orders within timelines defined
Document all customer and vendor interactions within the COM (Customer Order Management) system
Experience / Knowledge Required :
Two plus years customer service experience required, preferably in a retail environment and / or experience with Home Depot Installation Services programs
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
PC skills in Word, Excel & PowerPoint required
Experience in SAP Score platform a requirement
Excellent verbal and written communication skills (French an asset)
Ability to work a flexible schedule including evenings and weekends within the Project Support Centre operating hours