Customer Support Representative

2 weeks ago

St Jacobs, Canada Home Hardware Stores Limited Full time

Home Hardware has an exciting opportunity available for
**Customer Support Representative** to join our eCommerce Team. Reporting to the Customer Support Supervisor, you will be responsible for communicating with our Customers and Store Owners to provide both online shopping support and store experience support.

If you have a strong customer service focus with excellent communication, interpersonal and problem-solving skills, we’d love to hear from you
- **Please note this is a 12-month term position.**

**What You’ll Do**:

- Help customers navigate Home Hardware’s website and place orders online.
- Provide knowledgeable answers to questions about products, order status, pricing, and availability.
- Become an eCommerce expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
- Provide support to Dealers for eCommerce back-end systems and order processing.
- Processing and handling of payment inquiries from Customers and Dealers listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
- Demonstrate conflict resolution and interpersonal skills in order to help deescalated customer issues while being empathetic.
- Report online issues to ensure constant improvement to Home Hardware systems or processes.
- Identify needs and resolve internal and external inquiries by electronic means within the department standards and guidelines and agreed protocols.
- Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targets.
- Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner and in accordance with resources provided.
- Provide feedback and reporting of the overall customer experience and provide opportunities for customer experience enhancements.
- Participate in meetings to present trends that are uncovered, while making actionable suggestions for improvement.
- Use customer feedback and data to translate, create and maintain business objectives.

**What we’re looking for**:

- One (1) to two (2) years’ experience in Customer Service is required.
- High School graduation, with post-secondary business-oriented courses an asset.
- Excellent communication skills in English with advanced writing skills.
- Prior experience in a call center is beneficial.
- Ability to handle difficult situations; with strong organizational, negotiation and mediation skills.
- Experience with eCommerce and social media in the marketing/corporate environment is beneficial.
- Demonstrated analysis and reporting skills.
- Demonstrated PC skills: Microsoft Office-Excel, Word, Access, reporting software and/or other software/database skills.
- Demonstrated passion for Customer satisfaction excellence and prior experience in an interactive customer service environment.
- Bilingual in English and French is an asset.

We thank all applicants for their interest, however only those applicants selected for an interview will be contacted.

HP

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