Customer Care Representative - TALENT COMMUNITY

Description

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.

Essential Duties and Responsibilities (4 Paws)

• Safety – Operate in a way that builds trust with our customers, pets, and ACEs.

Maintain a safe and respectful environment.​

Keep Confidential information always secure.

Always protect the brand.​

Escalate roadblocks standing in the way of exceeding exceptional service​.

Ensure service levels and metrics are achieved or exceeded​.

Communicate with the utmost empathy for our ACEs, DPLs, and internal partners​.

Handle all concerns from multiple sources to ensure Customer Satisfaction. ​

Display sympathy for pet loss​, injury or illness.

Share ACE accolades ​

Participate and enjoy the memorable moments​.

Participate in weekly meetings and team building exercises. ​

Stay up to date by completing ongoing learning modules.

Assist in ongoing maintenance of knowledge base surrounding polices, procedures, and tools. ​

Achieve department SLAs to ensure speedy responses for ACEs and DPLs

Learn and use Pet Valu’s Ticketing and Live Chat systems to ensure accurate data collection and prompt follow-ups.

Follow standardised responses​ where applicable.

Always be on time for designated shifts that will include a mix of days, evenings and weekends that support all time zones across Canada​.

Collaborate with other departments to solve complex issues​.

Participate in 1 X 1 session with manager to discuss goals, progress, and career pathing

Competencies

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and

gains their trust and respect.

Listening

Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he / she disagrees.

Problem Solving

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and does not stop at the first answer.

Communications

Is able to speak and write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Composure

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; does not show frustration when resisted or blocked; is a settling influence in a crisis.

Approachability

Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm,

pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.

Qualifications and Educational Requirements

High School Graduate, University or College Degree an asset

years customer support experience. Ecommerce and Live Chat experiences an asset

Retail experience

Professional Social Media usage an asset

Preferred Skills

Key Interfaces