Customer Service Representative

2 weeks ago

London, Canada Western University Full time

**Classification & Regular Hours**:
Hours per Week: 35

Salary Grade: Level N

**About Western**:
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

**About Us**:
The Book Store’s mission is to support the best student experience at Western University. To help students, faculty, and staff at Western and people in our community fulfill their educational goals and life potential, we are dedicated to providing products, services and information for their academic, professional, social and cultural needs.

**Responsibilities**:
The Book Store at Western is a service driven operation and the Customer Service Representative is a key point of contact with our customers. The Customer Service Representative ensures that the team complies with all policies and procedures while providing a positive experience for all customers. The Customer Service Representative focuses on resolving customer complaints, improving customer service, and maintaining satisfied customers in all aspects of retail services.

**Qualifications**:

- Education:
- 2-year college diploma

**Experience**:
- 4 years' retail sales experience with a demonstrated track record of selling experience, cash handling and customer service skills

Knowledge, Skills & Abilities:
- Strong customer service skills to handle enquiries and resolve issues in a professional and timely manner
- Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy expectations
- Demonstrated coaching and mentoring skills to enable team members to achieve high-quality outcomes
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution and people management skills
- A strong record of teamwork with motivation and ability to work independently with little supervision
- Ability to process information with high levels of accuracy
- Ability to establish and build healthy working relations and partnerships with clients, peers and external stakeholders
- Ability to work well under pressure and use good judgment in assessing difficult situations
- Self-motivated multi-tasker with strong organizational skills
- Possesses a reputation for resourcefulness with a strong sense of accountability and initiative
- Basic computer skills in Microsoft Office, PeopleSoft, FSO and Zen desk and the ability to learn and adapt to new technology
- Ability to work within a flexible schedule to accommodate the University’s events and activities
- Ability to work in a fluid and challenging work environment with changing deadlines

**Union Statement**:
**Western Values Diversity**:
**Please Note**:
We thank all applicants for their interest; however, only those chosen for an interview will be contacted.

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