Customer Service Representative

2 weeks ago

Vancouver, Canada RC Pet Products Full time

**Job Overview**
Reporting to the Customer Service Supervisor, our Customer Service Representatives (CSRs) are the friendly voices and problem-solvers who keep our customers happy You'll handle phone calls, respond to inquiries, process orders, and take care of all things customer service with a smile. At RC Pet Products, we pride ourselves on creating "Wow" moments for our customers, and you'll be a big part of that magic.
- Hours: Monday to Friday from 7:30 am to 4 pm. Hybrid: mandatory 2 days in office per week (note: shifts may change due to business requirements)

**Responsibilities**
- Order, RMA and Credit Processing: Enter, update, and monitor customer transactions in the ERP or CRM system.
- Product Knowledge: Stay informed about the company’s products or services to effectively assist customers.
- Sales Support: Assist sales representatives by responding to inquiries, managing customer files, and coordinating follow-ups.
- Feedback Collection: Gather and document customer feedback to help improve products, services, and processes.
- Documentation: Maintain detailed and accurate records of customer interactions and transactions.
- Issue Resolution: Handle customer complaints including shipping discrepancies and provide appropriate solutions and alternatives within a timely manner, following up to ensure resolution.
- Team Collaboration: Collaborate with colleagues in other departments, such as sales, logistics, or IT, to address customer needs. Periodically working together with internal teams or 3rd parties to resolve complex issues.
- Cross training on Account Management: Set up and maintain customer accounts, ensuring accurate and up-to-date information as well as Key Account processing for orders, RMAs, credits and shipping discrepancies.
- Upselling and Cross-Selling: Recommend additional products or services to meet customer needs.
- Policy Adherence: Follow company guidelines and policies for handling customer interactions and transactions.
- Reporting: Prepare regular reports on customer issues, trends, and service metrics for management.
- Technical Support: Provide basic troubleshooting assistance for products or services, if applicable.
- Customer Engagement: Build strong relationships with customers by providing friendly and consistent support.
- Other ad hoc requests as required.

**Skills**
- Has a pet and/or is a lover of animals (Note: Office allows team members to bring in their dogs).
- 1-3 years of experience in a customer support role in Business To Business (B2B) and/or Direct To Consumer (D2C) environments
- Excellent communication skills, team-oriented, organized, problem solving skills, confident in fast-paced evolving environment
- Positive and proactive with a strong work ethic
- Excellent computer skills and software knowledge: MS office including excel, ERP and CRM systems, and the ability to learn new software programs efficiently
- Experience dealing with website checkout issues and website troubleshooting
- Experience with helpdesk software, such as Zendesk and in social media an asset

If you love connecting with people, enjoy working with both B2B and D2C customers, and get energized by teamwork in a fast-growing, dynamic company, we’d love to hear from you This is your chance to join a supportive, fun, and passionate team that’s all about making every customer interaction a memorable one.

We thank all applicants, but only those selected will be contacted.

**Job Types**: Full-time, Permanent

Pay: $24.00-$26.00 per hour

Expected hours: 40 per week

**Benefits**:

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

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime

**Experience**:

- Customer service: 1 year (required)
- Zendesk: 1 year (preferred)
- Microsoft Excel: 1 year (preferred)

Work Location: Hybrid remote in Vancouver, BC V5X 4V6

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