Customer Care Associate
5 days ago
Description
:Job Summary
Reporting to the Manager of Customer Care, the Customer Care Representative will support Pet Valu's Devoted Pet Lovers (customers), ACEs (store associates) and internal partners by receiving and responding to inquiries, compliments, and complaints via multiple communication channels such as but not limited to phone calls, emails, and social media. The Customer Care Representative will have excellent communications skills and be able to provide feedback to leadership on improvements to customer service processes, policies, and standards to maintain loyalty and exceed customer expectations at every turn.
*This is a contract position until December 2025*
Essential Duties and Responsibilities (4 Paws)
Safety – Operate in a way that builds trust with our customers, pets, and ACEs.Maintain a safe and respectful environment.Keep Confidential information always secure.Always protect the brand.Escalate roadblocks standing in the way of exceeding exceptional service.Ensure service levels and metrics are achieved or exceeded.Compassion – Communicate and act from the heart with genuine care and courtesy. Communicate with the utmost empathy for our ACEs, DPLs, and internal partners.Handle all concerns from multiple sources to ensure Customer Satisfaction. Display sympathy for pet loss, injury or illness.Share ACE accolades Participate and enjoy the memorable moments.Participate in weekly meetings and team building exercises. Expertise – Provide knowledge in an understanding and informative way. Stay up to date by completing ongoing learning modules.Assist in ongoing maintenance of knowledge base surrounding polices, procedures, and tools. Efficiency – Use time and resources responsibly.Achieve department SLAs to ensure speedy responses for ACEs and DPLsLearn and use Pet Valu's Ticketing and Live Chat systems to ensure accurate data collection and prompt follow-ups. Follow standardised responses where applicable.Always be on time for designated shifts that will include a mix of days, evenings and weekends that support all time zones across Canada.Collaborate with other departments to solve complex issues.Participate in 1 X 1 session with manager to discuss goals, progress, and career pathingQualifications and Educational Requirements
High School Graduate, University or College Degree an assetyears customer support experience. Ecommerce and Live Chat experiences an assetRetail experienceProfessional Social Media usage an assetFlexible to work rotational evenings, weekends, and Stat holidaysPreferred Skills
A Team player, as this position will require working with other departments, along with customers, store staff and FranchiseesMust possess a friendly and professional attitude with the ability to develop rapport quickly with customers and internal partnersGood organizational skills, along with the ability to multi-task multiple prioritiesAttention to detail, and a sense of urgency are required as all customer service inquiries require immediate actionFrench speaking an asset-
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