Customer Experience Specialist

6 months ago

Toronto, Canada Canada Pooch Full time

**Job Title**: Customer Experience Specialist

**Location**: Remote (Head Office based in Toronto, ON)

**Position** Full-time, Permanent

**Experience**: 1+ years

**Who We Are**

Based in Toronto, Canada Pooch is one of the fastest growing pet companies in North America and ranked one of Canada’s top growing companies in 2021 and 2022. We design premium pet apparel and accessories that focus on style and quality. We believe that pet products should be held to the same standard as “human” products because pets are our family. Come see what it’s like to work at an innovative, pet-obsessed company

**The Role**

We're looking for a talented and experienced Customer Experience Specialist to join the team at Canada Pooch. This is a permanent, full-time remote position (40 hours/week) within the operating hours of Monday - Sunday, 8am-9pm EST.

In this role, you'll be communicating directly with our customers, turning them into advocates of our brand. Our customers are incredibly important to us, and we're seeking a hard-working, enthusiastic, and solutions-oriented individual who is ready to work in a fun and fast-paced environment. You'll be responsible for prompt responses to customer inquiries while working cross-functionally to provide an unparalleled customer experience.

If this sounds like you, and you enjoy working on a fun team, please reach out

**What You Will Do**
- Act as the first point of contact with our customers; solving their problems and answering their questions in a timely, professional, and friendly manner.
- Create, edit, or modify online orders and create shipping labels on behalf of our customers.
- Escalate bugs or website issues, as well as complaints or cases as needed internally.
- Learn and maintain a high level of expertise related to Canada Pooch's products and pass this knowledge along to our customers to help assist in problem resolution.
- Act as the customer's champion by sharing feedback, requests, and trends internally to help continuously improve their experience.
- Handle any other tasks that come your way in helping us successfully provide best-in-class customer support.
- Monitor social media channels for customer comments and direct messages, responding promptly and professionally.
- Track social media metrics and report on engagement, customer sentiment, and emerging trends.
- Collaborate with the marketing team to develop and implement community engagement strategies.
- Foster a positive online community environment by moderating discussions and addressing customer concerns.

**What You Bring**
- 1+ years of experience in customer service dealing directly with customers on a day-to-day basis.
- Exceptional verbal and written communication skills; you're talking to our customers, after all
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in Microsoft Office (Outlook, Word, Excel, Teams, and Sharepoint)
- Post-secondary degree or equivalent experience.
- Ability to see things from the customer's point of view and go the extra mile to ensure all customers feel valued and appreciated.
- Ability to listen and understand the customer's fundamental needs using an empathetic approach to solve problems quickly and effectively.
- Demonstrated ability to transform a negative customer experience into a positive one.
- Great communication and team player skills.

**Nice to Haves**
- Fashion retail or pet industry experience.
- Bilingualism (French/English).
- Experience working with customer support tools or ticketing systems (e.g., Zendesk).
- Experience working with Shopify.
- Experience managing social media accounts and engaging with online communities.

**We Offer**
- Competitive salary
- Generous Paid Time Off including:

- Three weeks’ vacation at the start
- Additional Personal, Wellness, Sick Days, and half-day Fridays on long weekends
- Comprehensive company-paid group benefits from Day One
- Wellness stipend
- Company discounts
- The opportunity to grow, develop, and make an impact with a dynamic company with a great culture.
- A remote work model (Hybrid option of one day/week in office if based in Toronto).
- Fun and dog-friendly workplace

**Our Values**

We stick together | We do the right thing | We are all entrepreneurs | We are Product obsessed | We tell it like it is | We’ve got our customer’s back

We are a values-driven company and strive every day and in every way to live them fully.

**Diversity, Equity, And Inclusion

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