Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE
- Job Summary_

The Customer Service Representative is the first point of customer contact in the retail store and provides outstanding customer service by developing rapport with retail and professional customers. The Customer Service Representative develops a working knowledge of products sold by the Employer and provides customers with tailored education and product selection assistance and/or fitting within the scope of their knowledge and training. The Customer Service Representative is a physically demanding position.
- Organizational Status_

The Customer Service Representative reports to the Customer Service Team Lead and the Customer Service Manager and collaborates with other personnel.

Strong inter-personnel collaboration within the Customer Service Department is essential to providing outstanding customer service.
- Hours_

Variable, shift work

As negotiated and required by the Employer
- Work Environment_
- Indoors
- Well-lit retail environment most times; occasional warehouse environment
- Standing for prolonged periods, walking, climbing stairs, using computer, crouching/kneeling/bending/reaching/pushing/pulling/sitting for short periods
- PPE: Gloves should be worn when handling boxes and box cutters, gloves should be worn during customer fittings (Alberta Occupational Health & Safety Code)
- Work Performed_
- Contributing to outstanding customer service by positively greeting all customers and developing rapport from the beginning to the end of their experience
- Educating customers about available products, assessing their needs, suggesting tailored solutions, and providing product safety information
- Assisting customers with orthopedic bracing, shoe, orthotic, compression garment, hernia, and other fittings within the scope of training received
- Accurately handling payment for goods, invoices, and rentals utilizing the Point-of-Sale system and other technology and upselling when appropriate
- Accurately handling product returns/exchanges (with the assistance of senior personnel when required) and correctly documenting and submitting faulty product to the Purchasing Clerk for return to vendor
- Contributing to the maintenance of accurate customer accounts and inventory items in the ERP by documenting errors or omissions and bringing them to the attention of appropriate personnel
- Answering incoming calls and assisting customers over the phone
- Accurately documenting, troubleshooting, and maintaining paper trails for customer orders and rentals
- Troubleshooting customer concerns and complaints
- Maintaining a clean workspace and ensuring all promotional materials and forms are well-stocked and organized
- Assisting health professionals with in-store product trials, when required
- Independently advancing product knowledge and sharing it with team members to better serve customers
- Maintaining basic working knowledge of the Alberta Aids to Daily Living Program and other available public and private funding programs and financing options
- Maintaining assigned product section(s) and displays according to planograms by cleaning, facing, re-stocking, and contributing to inventory maintenance as required
- Cleaning and ensuring all personally identifying information is removed from returned rental/trial equipment as well as safely organizing and storing this equipment, in collaboration with relevant warehouse/stockroom personnel
- Adjusting medical equipment to ensure it properly and safely serves the customer
- Assisting with order picking to fulfill urgent and will-call orders, as required
- Contributing to personal and work environment safety by maintaining retail store cleanliness, keeping aisles and exits clear, identifying safety hazards to the Customer Service Manager and/or Operations Managers and Joint Health & Safety Committee, and complying with the Employer’s Occupational Health & Safety and other Policies & Procedures
- Safely lifting up to 50 lbs independently, heavier with appropriate assistance
- Safely pushing/pulling up to 100 lbs on a cart
- Other duties
- Qualifications_
- 2+ years customer service experience
- Previous training in company products, services, and billing programs is an asset
- Previous training in a relevant medical field may be an asset
- Excellent customer service skills
- Excellent written and verbal communication skills
- Strong working knowledge of computer systems (Microsoft and Google Suites) and ability to learn new technology
- Strong ability to work well in a team, work efficiently, and follow direction
- Strong attention to detail and accuracy
- Strong organization and time and document management skills
- Strong problem-solving skills
- Strong ability to memorize and relay information
- Good mediation and conflict-resolution skills
- Basic arithmetic skills
- Positive attitude, personable, and charismatic
- Able to safely meet the physical requirements of the job
- Compensation_
- Hourly