Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot.Description Du PosteLe spécialiste en résolution de problèmes, Service à la clientèle, résout tous les problèmes des clients signalés sur toute plateforme (p. ex., médias sociaux) ou tout canal de Home Depot, qu’ils soient simples ou complexes. Il gère des processus du service à la clientèle, y compris les plaintes, par des canaux tels que les partenaires sur le terrain, les signalements des centres de relation clientèle, les médias sociaux, l’équipe de l’Exploitation du centre de soutien aux magasins (CSM), les rapports et les initiatives d’amélioration des processus.Pay Range: $46,900 - $66,300At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi‑annual bonuses tied to business performance; Deferred Profit‑SharingProgram to assist with retirement savings; comprehensive paid benefits; a 15% discount onHome Depot stock purchases; and merit‑based salary increases. We are committed to recognizing your efforts and supporting your growth with us.Position OverviewThe Resolution Specialist, Customer Care core responsibility is to find a resolution for all customer issues; both simple and complexthat 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 ResponsibilitiesCase ManagementManage a number of active cases by providing exceptional customer serviceAccountable 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 CanadaDraft and execute on all corporate customer care issues, inclusive of building settlement and release documents, customer offers, denial letters and final position lettersDemonstrate empowered ownership irrespective of nature of concern until resolution has been achievedActs as an early warning system for the Company within digital space and escalates to the leadership team for supportCommunicationCollaborate 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 engages on social platforms to resolve Customer Care issuesManages 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 channelsDecision MakingRequired to lead with empathy and sensitivity while maintaining a passion for assessing customer needsManages complexity by reviewing multiple sources of information to define problems accurately before moving to solutionsMust be attentive to detail, accurate, and able to prioritize multiple tasks in a high pressure,



quick‑paced environmentAbility to make decisions independently that are unstructured and in ambiguous situations by taking full ownershipCompetenciesCustomer Focused, Decision Quality, Manages ConflictSkillsStrong problem solving, organizational and time management skillsAbility to make value‑based decisions in ambiguous situations thinking outside the boxAptitude for learning new applications/software and processesDirect Manager/Direct ReportsReports to: Contact Centre SupervisorTravel RequirementsNo travel is required for this rolePhysical RequirementsRequires sitting at a workstation, majority of the day, with minimal standingOperating a computer and other technologyHybrid WorkIndependentWorking ConditionsSedentary workAssociates 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 shiftWork a flexible schedule, requiring both daytime and evening availability and shifts could be scheduled on any day of the weekMinimum EducationHigh school diploma or equivalentMinimum Years Of Work ExperienceInternal 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 ambiguityThe knowledge, skills and abilities typically acquired through experience related to the job and/or business and retailMinimum Leadership ExperienceN/ACertificationsN/AOther Requirements – AssetsBilingual in French is an assetMicrosoft Suite an assetPrevious experience in a call centre environment is an assetIn our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada usesartificial intelligence (AI) technology to assist with the screening and assessment of applicants for this positionfor 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.#J-18808-Ljbffr

📌 Contact Centre, Bilingual Resolution Specialist, 12 Month Contract - C$46,900 - C$66,300 A Year (Toronto)
🏢 The Home Depot
📍 Toronto