Customer Care and Administrative Coordinator

**Who are we?**

Big Box Outlet Store (BBOS) has been a Canadian family-owned business since 1985. Our mission is “Helping People Afford Everyday Life,” and we do this by offering quality brand-name products at discounted prices. We are experts at finding brand-name items through our reverse logistics and other purchasing channels and sell them through our 21 stores across BC and Alberta. We know how important saving money is for our customers, and we work hard to make sure we deliver value every single day.

**Position Overview**

We are seeking a compassionate, detail-oriented and customer-focused **Customer Care and Administrative Coordinator**to join our team and report to the Director of Marketing. In this role, you will be the first point of contact for our valued customers, providing timely, empathetic, and effective support. Your ability to resolve issues and build long-lasting relationships will contribute directly to our reputation and customer retention. This position will also support a range of **administrative functions** as part of the marketing team needed to ensure smooth day-to-day operations.

**Why should you join our team?**
- Fun working environment
- We are a growing business with aspirations to become a national brand.
- Casual dress & On-site free parking space.
- Employee’s discount on in-store purchases.
- Diverse workplace that encourages inclusivity.
- Extended Health & Dental benefit from the first day
- GYM membership subsidy
- Group RRSP from the first day

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**Why will you be a good fit for this role?**
- Outstanding verbal and written communication skills and can easily connect with colleagues, customers and external parties.
- Strong active listening and empathy skills.
- Proficiency with CRM software, Microsoft Office, and common support tools.
- Positive attitude with a strong desire to help others.
- Strong team player that can work independently, while maintaining a high level of initiative and engagement.
- You can juggle tasks You are an expert at mastering time, tasks, and priorities in a dynamic environment.
- A problem solver with a proven ability to maintain calm under pressure.

**Key Responsibilities**:
**Customer Interaction**
- Understand customer needs and provide appropriate solutions and alternatives

**Problem Resolution**
- Handle and resolve customer complaints, issues, and requests efficiently and professionally.
- Investigate concerns by clarifying the customer's complaint and determining the root cause.
- Escalate unresolved issues to the appropriate internal departments and follow up to ensure resolution.

**Documentation & Reporting**
- Accurately record customer interactions and feedback.
- Maintain detailed records of communications, resolutions, and follow-ups.
- Identify and report trends in customer issues to support continuous improvement.

**Administrative Support**
- Provide administrative support to the marketing department, including but not limited to managing promotional calendars, marketing resources and marketing budget.

**Success Indicators**:

- Customer Satisfaction Score (CSAT)
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- Customer Retention Rate

**Requirements**:

- High school diploma or equivalent; post-secondary education in business or communications is an asset.
- Minimum 1-2 years of experience in a customer service, call center, or help desk environment.

Pay: $45,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Store discount

Ability to commute/relocate:

- Langley, BC V1M 3E8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (required)
- Complaint handling: 2 years (required)
- Marketing: 1 year (preferred)
- Customer relationship management: 2 years (preferred)

Work Location: In person