Customer Care Representative

Location: Markham, Ontario

**Job Description**:
Job Summary

Customer Care Representative

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 secure at all times.

Protect the brand at all times.

Escalate roadblocks standing in the way of exceeding exceptional service.

Ensure service levels and metrics are achieved or exceeded.

Support in-store COVID protocols

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 team building exercises.

Expertise - Provide knowledge in an understanding and informative way.

Stay up to date by completing ongoing learning modules.

Assist in the ongoing maintenance of knowledge base surrounding polices, procedures, and tools.

Efficiency - Use time and resources responsibly.
- Achieve company SLA’s to ensure speedy responses for ACEs and DPLs
- Learn and use Pet Valu’s ticketing system to ensure accurate data collection and prompt follow-ups.
- Follow standardized responses where applicable.
- Always be on-time for designated shifts that will include a mix of 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 pathing.

Competencies

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and

gains their trust and respect.

Listening

Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Problem Solving

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers

Written Communications

Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Composure

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

Approachability

Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm,

pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.

Process Management

Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others cannot; can simplify complex processes; gets more out of fewer resources.

Qualifications and Educational Requirements
- High School Graduate; University or College Degree an asset
- 1-3 years’ customer support experience. Ecommerce experiences an asset
- Retail experience

Senior Role:

- Excellent communication and problem-solving skills.
- Ability to prioritize.
- Detail Oriented
- Excellent team player

Preferred Skills
- A Team player, as this position will require working with other departments, along with customers, store staff and Franchisees.
- Must possess a friendly and professional attitude with the ability to develop rapport quickly with customers and internal partners.
- Good organizational skills, along with the ability to multi-task multiple priorities
- Attention to detail, and a sense of urgency are required as all customer service inquiries require immediate action.
- French speaking an asset.
- Flexible to work rotational evenings, weekends, and Stat holidays.

Senior Role:

- Decision making. Ability to make decisions on the fly to support our customers and staff.
- Problem solving with focus on 1st contact resolution taking business and customer expectations into consideration.

Key Interfaces
- Customers/Consumers
- Store associates
- Internal department administrators

CORPHI