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Contact Centre Associate - Full Time


Ontario 7350-Annexe (Ellesmere SSC)

Last Date to Apply:

Department Name:

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
  • Tuition Reimbursement
  • 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

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