Représentant(e) service client à distance pour une entreprise de télécommunications. Réponse aux demandes, résolution des plaintes et gestion des abonnements en français et en anglais.
About the role
- Home Depot Customer Experience Manager leading customer service, associate coaching, and daily store operations. Onsite role in Fort McMurray with no travel requirements.
Responsibilities
- Oversee execution of store standards across the entire store, including customer service, department readiness and operational processes
- Manage activities required for safe opening and closing processes
- Deliver customer service by coaching associates and addressing customer service escalations
- Make business and associate decisions when serving as the only manager available, in partnership with appropriate resources and policies
- Provide input to the Store Manager and Assistant Store Managers on associate performance through performance management and talent planning discussions
- Participate in selection and hiring processes as needed
- Drive customer service and associate engagement; coach and train associates on customer service techniques
- Assign, manage and direct associate work and duties
- Resolve customer escalations within the store and through Customer Care
- Ensure store readiness for high-volume periods
- Monitor customer flow through checkouts and ensure fast, friendly service
- Provide in-the-moment direction, coaching and performance management
- Conduct formal performance conversations and discipline on customer service matters
- Recognize associates demonstrating Home Depot’s core values
- Identify and develop high-potential associates
- Enforce safety and work policies
- Lead store kickoff meetings and department readiness walks
- Communicate messages, priorities and tasks to associates
- Manage opening, closing, Manager on Duty tasking and day-to-day store operations
- Ensure completion of store checklists and verify issue correction and preventive actions
- Ensure equipment and machines are functioning properly
- Review events and advertisements and coordinate required actions with Department Supervisors or Assistant Store Managers
Requirements
- Highschool Diploma or Equivalent
- 2 years of customer service experience an asset
- 1 to 2 years Retail or Trade experience an asset
- At least one year of relevant work experience as a leader/supervisor
- Organizational skills
- Problem-solving skills
- Advanced communication skills
- Must be able to work a flexible schedule
- Ability to perform physical tasks including bending, stooping, reaching, twisting, lifting, pushing, pulling, moving merchandise and tools, and climbing a ladder
- Ability to quickly respond to public address system announcements
- Ability to move around the store and communicate with and assist associates and customers
- Ability to operate a computer and other technology
- Ability to identify and read reports, tickets and UPC labels
Benefits
- No travel requirements for this role
- Flexible schedule may include evenings and weekends
Job title
Job type
Experience level
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