Position Purpose:
The Digital Care Specialist will be responsible for providing an effortless customer experience through digital channels including, but not limited to, Facebook, Twitter, Email, Yelp, Google Reviews, and Facebook Reviews. This role will collaborate with other teams to execute best in class service levels. The associate must be able to accurately articulate a message that is broadly viewed through multiple communication channels.
Key Responsibilities:
10% Alignment – Effectively align the interests of multiple stakeholders to include marketing public relations and commutation to ensure customers receive consistent messaging and support
20% Analyze and Review – Monitor The Home Depot’s digital channels by visiting external websites to ensure understanding of conversation and context to produce and identify continuing concerns and comments
10% Case Management – Manage customer cases, including researching issues, updating cases, ensuring, and categorizing issues correctly; Focusing on the highest priorities to effectively align the interest of customers and the business to seek the quickest resolution
10% Communication – Communicate with stores, vendors, and other Home Depot departments to quickly and decisively take action to ensure customers needs and concerns are expedited for a swift resolution
30% Customer Service – Provide exceptional service to The Home Depot’s customers by responding to them in written format over digital communication channels which can include, but are not limited to, Facebook, Twitter, Email, Yelp, Google Reviews, and Facebook Reviews; Responses are crafted using digital software programs and are not posted directly through these platforms. The associate is responsible for providing clear concise messaging for multiple channels with the proof and knowledge of using Social Media outlets; Responses will be publicly visible, therefore they will need to be accurate and held at a higher standard.
10% Problem Solving – Assist the Digital Care team in developing Digital Care response best practices, policies, and procedures as we integrate different platforms
10% Reporting – Provide regular reporting and activity/customer voice summaries to determine metrics met for the department threshold
Direct Manager/Direct Reports:
This position typically reports to the Supervisor
This position has 0 Direct Reports
Travel Requirements:
No travel required.
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Demonstrated ability to collaborate and work effectively with cross-functional teams
Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
Excellent written and verbal communication skills
From hashtags to character limits, must have a working understanding of the tone and communication cadence of each identified digital network
Must have a positive, empathetic attitude with great attention to detail and ability to read between the lines to respond to customers’ needs
In addition to having the ability to craft clear and concise messages that aid in quick customer resolution; Must be prepared to do research and utilize available resources to assist customers (call the vendor, dig into a product book) if necessary
Minimum Education:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Minimum Years of Work Experience:
1
Preferred Years of Work Experience:
No additional years of experience
Competencies:
Action Oriented
Being Resilient
Business Insights
Courage
Decision Quality
Drives Vision and Purpose
Manages Ambiguity
Nimble Learning
Self-Development
Cultivates Innovation
Demonstrates Self-Awareness
Manages Complexity
Plans and Aligns
Situational Adaptability
Values Differences
Balances Stakeholders
Builds Networks
Customer Focus
Drives Results
Interpersonal Savvy
Manages Conflict
Organizational Savvy
Resourcefulness
Strategic Mindset
