Customer Care Associate

7 hours ago

Richmond, Canada Teldon Full time

Teldon Media Group (Teldon) was established in 1969 in Vancouver, BC. Teldon's history is firmly rooted in the production of personalized promotional wall calendars. With 50 years of industry-leading expertise, Teldon works with businesses and individuals throughout North America to create a wide selection of personalized, innovative, and attractive marketing products, including an award-winning line of wall calendars featuring the trademarked PowerView® Window advertising area.

**Position Overview**:
We are currently looking for an experienced **Customer Care Associate** to join our team.

Reporting to the Director of Sales and Service, the **Customer Care Associate** is a primary point of contact for clients. This role is responsible for verifying order details, addressing customer inquiries, and resolving any issues and concerns. The Customer Care Associate strives to provide an exceptional customer experience for all Teldon clients.
- This is an in-office position located at our head office in Richmond, BC._

**What We Offer**:

- A competitive compensation package
- Extended benefits package from day one - including medical, dental, and paramedical coverage
- Annual Health Spending Account
- Employer matching RRSP program
- 3 weeks of vacation per year to start
- Monday to Friday schedule
- Onsite gym and access to a personal trainer
- Free onsite parking
- A vibrant company culture and lively office environment that values both work and play
- Internal training to support your career growth and enhance your skills

**Key Responsibilities**:

- Handle inbound and outbound client calls, verifying order information, guiding clients on completing orders, confirming shipping details and collecting payments
- Build rapport with customers by actively listening, asking questions, and offering appropriate solutions
- Utilize Salesforce to update order information, add customer notes and records, process payments, and issue refunds/vouchers
- Address escalated calls and resolve customer issues/complaints using sound judgment and best customer service practices
- Identify upselling opportunities and supports client retention by fostering strong, ongoing relationships
- Manage special corporate account programs as assigned from start to completion
- Collaborate closely with internal departments to ensure customer orders and deliveries are processed accurately and efficiently
- Assist with the mail service and order fulfillment process by organizing client lists, providing quotes to clients, and scheduling orders
- Handle any shipping and order damage claims with mail vendors
- Stay up to date with product knowledge and promotions
- Perform additional related duties as assigned by leadership

**Required Skills and Qualifications**:

- 2+ years of experience in a phone-based customer service role
- Proven dedication to delivering excellent customer service
- Excellent communication skills with a strong command of verbal and written English
- Fluency in French is a strong asset
- Advanced proficiency in Microsoft Suite, especially in Excel
- Previous experience using Salesforce is an asset
- Upbeat attitude with energetic and articulate phone presentation
- Excellent time management skills and high attention to detail
- Ability to work independently and in a team environment

**Salary Range**: The salary range for this position starts from $50,000 annually. Final compensation will be commensurate with applicable experience and skill level.

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