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Customer Experience Associate
2 weeks ago
Is this job for you?: If you've been looking to join a team that values your energy and talents, offers multiple career paths, and provides you with continuous development opportunities, you’ve found it Since 1971, The Brick has been led by visionary men and women who have embraced each business opportunity with the drive for success. We want you to join our winning team and experience **The Brick Way** **Position Overview**: The Customer Experience Associate position is ready for our next customer service champion We are looking for someone to display strong leadership in customer experience. This includes ensuring teams across 200+ locations are following company guidelines, completing competitive analysis to explore new and improved ideas to ensure a positive customer experience and executing any authorized enhancements with various departments across the company. This fast paced role offers a wide array of day to day duties that require strong communication, time management and teamwork. **Responsibilities**: - Monitor and respond to clients on social media channels including, but not limited to, Facebook and Twitter. - Update and maintain online store listing information including responding to reviews. This includes Google, Yelp, etc for over 200+ locations. - Work closely with the Media Team to process orders for promotional events such as blogger orders, photo shoots and contests. - Keep record of customer interactions in our ticketing system. - Compile data from our ticketing system to create weekly and monthly reports to be sent to company department heads and stakeholders. - Collaborate with various departments across the company in ensuring highly escalated complaints are handled promptly and properly. - Participate on team projects where assigned. - Conduct competitive research to recommend improved processes. Execute any authorized changes ensuring proper roll out and training across the company. Qualifications: - Impeccable in both written and verbal English and French - Experience in a retail environment and customer service required - Proven ability to stay motivated and positive when dealing with difficult customers - Proven track record in customer service, team building and operational success - Excellent communication, interpersonal and problem-solving skills - Highly-developed time management and organizational skills - Weekend and evening customer escalation monitoring will be required Why The Brick?: - Flexible “employer-paid” benefits including Health, Dental and Paramedical Services for you and your family - Competitive pay - Paid training - Career progression program - Access to free personal development training - Employee discounts & Personal "Paid" days off - Recognition, incentives, prizes and giveaways - Be a part of Canada’s largest home furnishings retailer - We welcome all abilities to apply. We thank all those who apply; however, only those applicants chosen for an interview will be contacted.
