Customer Care Representative - TALENT COMMUNITY

Customer Care Representative - TALENT COMMUNITY page is loaded

Customer Care Representative - TALENT COMMUNITY

Apply locations 0001 – Markham Office time type Full time posted on Posted 3 Days Ago job requisition id R21286 Location: Markham, Ontario

Job Description:

This is not an open job. Submitting an application allows your profile and resume to be reviewed by a Pet Valu recruiter when a role becomes available at this location. This is a great way to be considered for future Pet Valu Retail job openings. However, jobseekers should also directly apply to any currently open positions of interest to ensure consideration.

Job Summary

Reporting to the Manager of Customer Care, the Customer Care Representative will support Pet Valu’s Devoted Pet Lovers (customers), ACEs (store associates) and internal partners by receiving and responding to inquiries, compliments, and complaints via multiple communication channels such as but not limited to phone calls, emails, and social media. The Customer Care Representative will have excellent communications skills and be able to provide feedback to leadership on improvements to customer service processes, policies, and standards to maintain loyalty and exceed customer expectations at every turn.

Responsibilities:

• Receives and responds to inquiries regarding company loyalty programs.

• Receives and responds to inquiries relating to our E-commerce platform and in-store experiences including:

• Assistance navigating websites.

• Assistance with order creation, shipment, and payment processes

• Log all calls and emails into ticketing system for proper attention, follow-up, and reporting.

• Ensures standardized response processes put in place for customer service are followed. Updates these processes as required.

• Maintains high service levels by ensuring key performance goals and metrics are met, or exceeded

• Loyalty related accountabilities:

* Processing and managing workflow volume for incoming requests, paper applications processing, adjustment request forms

* Connecting with Loyalty Marketing to resolve customer, program level or system related problems for Loyalty issues

* New member weekly card fulfillment process

Experience & Education

• High School Graduate; University or College Degree is a plus

• 1-3 years' customer support experience

• Retail experience

Additional Skills:
• Exceptional interpersonal skills highlighted by excellent verbal and written communication skills.

• Strong listening skills are required to assess a situation for an appropriate response, along with the ability to deal with sensitive information and situations.

• A Team player, as this position will require working with other departments, along with customers, store staff and Franchisees
• Must possess a friendly and professional attitude with the ability to develop rapport quickly with customers and internal partners

• Good organizational skills, along with the ability to multi-task multiple priorities

• Attention to detail, and a sense of urgency are required as all customer service inquiries require immediate action

• French speaking an asset.

• Must be flexible to work rotational evenings, weekends, and Stat holidays.

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About Us

We believe in investing in the development of our people and have an industry-leading promotion rate. Our mission is to offer the highest quality products at a great value to improve the quality of life for all pets and pet owners. For more jobs within Pet Valu Canada, Inc. please click here .

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