Customer Care Representative

6 months ago

Edmonton, Canada Champion Petfoods Full time

**Changing the World, One Kibble at a Time**

Champion Petfoods is expanding We are excited to announce we are looking for a Customer Care Representative to join our rapidly growing company.

Champion Petfoods is an award-winning pet food crafter with a reputation of trust spanning 35+ years. From our humble beginnings, founded in a small town in Alberta, Canada, Champion - with its ORIJEN® and ACANA® brands - is a key player in the global premium pet food industry. Our purpose, **_To Earn Pet Lover Trust Every Day so Pets Thrive for a Lifetime_**,** provides the foundation for our highest aspirations as a company. Being a partner to the communities that surround us - and the environment that sustains us - are top priorities.

We would love to hear from you if you are passionate about personal and professional growth and see yourself as a key player contributing to our continued success as an award-winning company.

**Here’s the scoop - Summary**

The Customer Care Representative’s primary responsibility is to provide a positive memorable experience to every business contact encountered, both internally with relevant corporate departments and externally with distributors, retailers and Pet Lovers who feed their pets ORIJEN and ACANA. Champion’s Customer Care Representatives are entrusted with the education of Pet Lovers regarding our company and brands and are required to liaise with Research & Innovation, Quality Assurance and Social Media teams to troubleshoot problems, suggest appropriate diet solutions and to provide nutritional information.

In addition to day-to-day Care responsibilities, this position is responsible for providing support in managing what we refer to as our “one-to-many relationships” in:

- Community Management on Champion’s Social Channels including ORIJEN and ACANA Facebook and Instagram accounts, etc.
- Ratings & Reviews on our brand and retail websites

This position is key to providing consumers with peace of mind and building trusted relationships with Pet Lovers worldwide. Reporting to the Customer Care Manager, the Customer Care Representative works a hybrid schedule from home and out of our corporate office in South Edmonton.

**What a typical day looks like**:
Customer Care Responsibilities - 60% Time
- Provide each pet lover, retailer, and distributor with a positive, memorable experience; offering professional empathetic customer service that is knowledgeable, timely, friendly and caring.
- Look for opportunities to Surprise and Delight our Pet Lovers.
- Follow protocols for documenting and reporting customer concerns to Quality Assurance, providing information and resolution in accordance with Champion’s Standards.
- Work with the Customer Care team to meet annual performance objectives, meeting personal goals that support these objectives and reporting on progress in group meetings.
- Develop and maintain effective and timely communication practices with the Customer Care Manager to provide progress updates.
- Conduct relevant research as required and requested by Customer Care Manager or Supervisor.
- Draft documentation and/or prepare statistical reports, as required or requested.
- Develop and demonstrate awareness of inquiry trends to prepare or update standard answers and FAQs.
- Promote and support compliance with established Customer Care standards and assist in fostering a strong team support system by developing strong inter-relationships across corporate departments.
- Develop awareness and understanding of corporate policies, practices and procedures as they relate to health and safety and to the environment and commit to personal compliance with the same.
- Perform other duties as required and requested.

Community Management & Rating and Review Support Responsibilities - 40% Time

Community Management Support
- Monitor, moderate and reply to Champion’s online community, assigning tasks to others as needed to ensure KPIs are being met.
- Act as an advocate of the brand within the company by engaging in dialogues where appropriate.
- Escalate issues of concern on social channels to appropriate individuals.
- Help create and provide reports as needed, within the scope of available tools and training.
- Partner closely with colleagues on the Digital Team who oversee our social channels to work in tandem on community management roles and responsibilities.
- Understand the magnitude and responsibility associated with responses and comments that are present in our social channels - that “1:Many” responses are visible by anyone who chooses to review our social feeds and channels.

Rating & Review Support
- Monitor, moderate and reply to reviews on Champion’s brand sites
- Escalate issues of concern to Customer Care Manager
- Help create and provide reports quarterly and as needed, within the scope of available tools and training.
- Understand the magnitude and responsibility associated with responses and comments to Ratings & Reviews - that

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