Customer Experience Associate

1 week ago

Toronto, Canada Lastman's Bad Boy Full time

**CUSTOMER EXPERIENCE ASSOCIATES - INBOUND**

We are currently hiring Customer Experience Associates who are enthusiastic and who exhibits excellent organizational skills and are willing to work in a casual-professional, friendly, positive fast-past office environment, with great people who thrive on teamwork and collaboration.

**WHO ARE WE**:
One of Ontario's finest and most highly successful retail chains with 12 locations, Lastman's Bad Boy is the one-stop-shop for all your household needs; furniture, mattresses, appliances and electronics. We are famous for our Solid Gold promise: lowest prices, best service, integrity and commitment. Originally founded in 1955 by Mel Lastman and reborn in 1991 by his son Blayne Lastman, the name and commitment of the organization to the community has remained unparalleled. At Bad Boy, everyone counts, and we are as dedicated to our employees as we are to our customers

**DESCRIPTION**:
The service department is open 9am to 6pm Monday thru Friday and 9am to 4pm on Saturdays. This job is a great fit for someone who excels in problem solving and is passionate towards helping people.

The Customer Experience Associate’s primary function is to ensure that all customer inquiries are handled in the most friendly and efficient manner. The Associate** **is to provide Bad Boy customers with up-to date information post their product purchase, either: ETA of stock, status of delivery, set up new delivery date, confirm any outstanding COD balances to be collected, issues with their product, missing pieces, received wrong product, product was damaged upon delivery, ordering parts, sending a technician out to the customer to assess and/or repair, following reselection and refund protocols as well as handle any escalated issues that arise after delivery.

**RESPONSIBILITIES**:

- Handle 40/50 inbound calls regarding customer inquiries
- Handle calls from Stores and store management regarding customer issues
- Resolving escalated calls regarding service, delivery, and warranty issues
- Inspire trust, teamwork and positive team relationships
- Defuse customer situations and provide resolution in a timely and effective manner
- Update call notes in system and on trackers
- Perform other duties as need arises to accommodate business needs and volumes

**KNOWLEDGE AND SKILLS**:

- 2+ years of customer service experience
- Commitment to customer satisfaction
- Clear effective oral and written communication skills,
- Strong interpersonal skills
- Attention to detail / focus required
- Strong listening skills
- Accountability, initiative and high a level of ownership
- Ability to exhibit patience and express sincere empathy
- Excellent problem-solving skills
- Strong commitment to team work
- Ability to plan, organize and prioritize workload in a fast-paced environment
- Proficiency in multi-tasking
- Ability to work a flexible schedule based on department needs
- College diploma or University degree preferred

**WORKING CONDITIONS AND ENVIRONMENT**:

- Office environment
- Fast paced environment
- Fun and friendly workplace
- Competitive hourly rate
- Medical, dental and vision care
- Life insurance
- Long term professional career growth
- Fantastic employee product purchase program

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