Direct-to-consumer Customer Service Representative

1 month ago


Nepean, Canada Level Six Full time

**Position: Direct-to-Consumer Customer Service Representative**
Level Six is a globally recognized water sports brand based in beautiful Ottawa, Ontario. Over 26 years Level Six has built a reputation for innovation and quality and has emerged as an industry leader in water sports. Level Six offers employees a dynamic and multifaceted working environment with opportunities for professional development and personal growth.

**The Position**:
We are looking for a highly motivated and customer-focused individual to join our team as a Direct-to-Consumer Customer Service Representative. In this role, you will be responsible for providing best-in
You will be the first point of contact for our customers and will be responsible for resolving their queries and concerns in a timely and friendly manner.

**Objectives of this Role**:

- Under the direction of the VP of Sales, improve the customer experience by providing accurate, friendly and timely responses to all queries.
- Collaborate with other teams to ensure customer issues are resolved quickly and efficiently.
- Maintain a high level of customer satisfaction by providing exceptional customer service.
- Identify opportunities to improve customer service processes and procedures.

**Responsibilities**:

- Resolve customer issues and concerns in a timely and efficient manner.
- Provide accurate and complete information to customers regarding products and services.
- Manage D2C returns & exchanges.
- Manage warranty correspondence and keep customers informed on status of their claim.
- Handle repair correspondence and customers informed on status of repair process.
- Manage the Level Six Pro-Deal program (i.e. approving accounts, reactivating accounts, etc.).
- Manage refurbished gear marketplace to ensure inventory can be re-sold.
- Help with other departments as required.

**Requirements**:

- Bilingual French/English.
- High school diploma or post-secondary degree/diploma.
- 1-2 years of experience in customer service.
- Excellent communication skills.
- Strong problem-solving skills.
- People oriented.
- Excellent organizational skills.
- Strong time management skills.
- Ability to work in a fast-paced environment.
- Ability to multitask and prioritize tasks effectively.
- Proficient in Microsoft Office and other relevant software.
- Ability to commute and work in-office.

Level Six
165 Colonnade RD S, Ottawa, Ontario, K2E 7J4

**Assets**
- Experience using Shopify Plus software.
- Knowledge of ERP software.
- Extensive knowledge of paddle sports or outdoor industry.
- Service industry experience.

**Why Should You Apply?**
- Standard 40-hour workweek.
- Benefit package.
- 2-weeks paid vacation.
- Flexible, dynamic, and fun team working environment.
- Opportunities for travel in North America and internationally.

Level Six
165 Colonnade RD S, Ottawa, Ontario, K2E 7J4

Pay: $18.00-$23.00 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Store discount

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Nepean, ON K2E 7J4: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

Expected start date: 2024-12-16



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