Customer Experience Representative

CUSTOMER EXPERIENCE REPRESENTATIVE - Permanent, Full-Time

Join One of Canada’s Best Managed Companies

Located in the beautiful Niagara Region, Book Depot Inc. is an innovative leader in the bargain book industry, and we have been for more than 30 years. Today, our massive 500,000 square foot distribution facility pushes the limits of technology to process new stock and ship all over the world every day. We are an essential business and have been open throughout the pandemic to deliver books into the hands of those that need them the most.

At Book Depot Inc. we believe that reading is at the heart of enchanting the mind, and it is our shared responsibility to bring this purpose to life - one book at a time. Our culture and everything that we do is guided by our core values:

- WE NOT ME - we understand that success is fleeting if we don’t put others first
- KICK SOME MOON DUST - we believe that the key to greatness is to be willing to go where no one has ever gone before
- RIDE TOGETHER. WIN TOGETHER - we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves More
- WE EAT THE STINKY CHEESE - we have a curious mind, and never stop learning
- WAKE UP. BE AWESOME. REPEAT - we believe that working hard is the result of a great attitude and passion for living each day at our best, and
- NO DONKEYS - we know that life is too short to work with, or do business with, those that think and act like donkeys.

We are looking to grow the Book Depot Inc. family with enthusiastic and driven individuals who share our values and passion for achieving results within an environment of continuous growth and innovation.

Our Opportunities

We have 1 opportunity available for an exemplary full-time Customer Experience Representative at our Thorold main office, who are passionate about providing the best experience possible for our customers and who will bring a can-do attitude and a sense of ownership and accountability to the position. The Customer Experience Representative position involves substantial contact with the public and therefore requires individuals who can handle a variety of unique situations in an always fast-paced environment.

Main responsibilities:

- Provide an exceptional customer experience and standout service and support at all times
- Troubleshoot with customers experiencing difficulty
- Process refunds through payment processor
- Create an experience that ensures customers feel welcomed back should they have any questions or concerns on future orders
- Generate positive reviews
- Develop and maintain a positive company image by efficiently and accurately interacting with customers
- Demonstrate sincere empathy and patience with all customers while maintaining a positive, can-do attitude
Order and returns processing
- Interact with third-party customers and partners for policy and service-related issues
- Participate in interdepartmental cross-training
- Document and analyze product/service-related concerns; actively participate in continuous improvement practices and proactive processes
- Strategize and report new ideas/improvements for the customer experience (e.g. Issues with website or CRM platform)
- Working independently on tasks while also being able to work collaboratively when needed
- Other duties and responsibilities as assigned

People and Culture:

- Model Book Depot’s values in all that you do and hold others accountable in maintaining the integrity of them
- Enable Book Depot’s purpose-driven culture of Enchanting the Mind, that is values-aligned, family friendly, high-performing and innovative; and recognize team members who are consistently contributing to this culture
- Ensure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goals
- Champion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalability
- Actively empower the learning and professional growth of your team through encouraging your team’s participation in Book Depot University (BDU), and also being a participant
- Provide mentorship and meaningful feedback to your team

Qualifications, skills and abilities:

- OSSD or equivalent
- Minimum 1 year of customer service experience
- Enjoy working with the public and solving complex problems
- Ability to work effectively in a fast-paced environment
- Ability to multi-task and pivot between various CRM platforms and companies within the department (e.g. Book Outlet, Lillypost)
- Proficient Internet skills, including use and knowledge of various computer programs and functions
- Excellent knowledge of Google Docs and MS Office suite, with an emphasis on Excel and Word
- Ability to effectively work independently and in a team environment
- Ability to objectively interpret and grasp unique and complex cases based on varying customer behavior
- Excellent communication skills and professional tone (spoken and writ