Customer Service Representative

5 months ago

Acton, Canada Acton Home Hardware Full time

**Summary**:
The Customer Service Representative works in a fast-paced environment that involves constant interaction with customers, delivering friendly and courteous service while explaining product benefits and fulfilling customer needs. Work in cooperation with their supervisors and other sales associates in various department. Specific store departments may include Housewares, Paint, Hardware, Automotive, Electrical, Plumbing, and Seasonal. This role also involves weekly product ordering, inventory control, stocking shelves, continuous merchandising, store maintenance, general housekeeping, etc.

This also includes providing support/back-up at the point of sale, and ensuring store compliance with all safety procedures. As a key member of our team, we are looking for you to drive and inspire a service culture through encouraging and modeling superior customer service and the prompt resolution of all customer service issues. The Customer Service Representative supports the Department Manager with ensuring shelves are stocked, clean, and properly faced.

**Major Tasks & Responsibilities**:

- Meet, greet and thank customers and provide friendly, informed service to them.
- Responds to and handles customer inquiries, requests, and concerns in a timely manner with friendly advice, over the phone and in person.
- Suggest value-added and related products by actively listening to customer needs to increase basket size.
- Continually learn about existing and new products in order to better describe features and benefits of merchandise to the customer.
- Keeps up to date with in-store promotions, in-store deals, and product locations.
- Support/Back-up for point of sale cash register and lottery terminal
- Screen/window repair
- Sharpening Services (skates, knives, scissors, chainsaws)
- Key Cutting
- Continual restocking and product facing throughout the store, ensuring that it is clean and safe.
- Engages in learning activities and listens to feedback to improve their own abilities.
- Help commercial and retail customers with paint and colour selection
- Tint paint and custom colour match using internal color systems.

**Qualifications**:

- Reliability and punctuality is a must.
- Effective written and oral communication skills (e.g., probing, listening, etc.) and the ability to maintain professional communication, even in challenging situations.
- Excellent decision making ability and problem solving skills
- Previous retail, sales and/or trade experience is an asset.
- Basic knowledge of hardware, plumbing and electrical.
- Previous tow motor experience is an asset
- Physical ability to lift and/or carry merchandise items, as required, on a regular, frequent and unassisted basis. Merchandise item may vary in weight from "light" to "heavy".Physical ability to move large, bulky and/or heavy merchandise.
- Proficiency with computers
- Organizational ability and attention to detail
- Must be at least 18 years old
- Ability to work as part of the team with a friendly and positive attitude.
- Highly approachable, a customer-oriented individual who thrives on offering exceptional service to customers.
- Ability to complete retail tasks according to instructions and to demonstrate responsibility for outcomes.
- Ability to work in a fast-paced team environment that provides assistance and support to co-workers to achieve common goals.
- Ability to resolve retail and/or customer issues.
- Ability to adapt and cope with challenging and changing situations.
- Ability to consistently provide professional customer service, including in situations of conflicts.
- Ability to multi-task
- Standing/walking for 8 hours
- Open to work in other areas of the store
- Ability to work with minimum supervision

We require the availability to work mornings, evenings and weekends. The schedule is determined by sales, customer, and business needs, but may be changed by store management based on the needs of the store. Please indicate scheduling restrictions (if any) on your resume. Reliability and punctuality is a must.

**Experience**:

- Retail: 2+ years (preferred)
- Home Renovation experience is an asset

**Education**:

- High School Diploma (preferred)

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

**Salary**: $16.55-$18.00 per hour

Expected hours: 25 - 40 per week

**Benefits**:

- Store discount

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

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