Customer Support Representative- Level 1

2 weeks ago

St Jacobs, Canada Home Hardware Stores Limited Full time

We have a fantastic opportunity to join our Marketing team as a **Customer Support Representative
- Level 1. **Reporting to the Customer Experience Supervisor in this role you will be responsible to provide a single point of contact for customers and Dealers contacting Home Hardware Stores Limited Head Office for both online shopping support and store experience support.

If you have a strong communication and problem-solving skills along with a demonstrated passion for customer service, we would love to hear from you
- **Please note this is a one-year term position.**

**What you’ll do**:

- Help customers navigate Home Hardware’s website and place orders online.
- Provide knowledgeable answers to questions about products, order status, pricing, and availability.
- Become an eCommerce expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
- Provide support to Dealers for eCommerce back-end systems and order processing.
- Process and handle payment inquiries from customers and Dealers.
- Demonstrate conflict resolution and interpersonal skills.
- Report online issues to ensure constant improvement to the Home Hardware website or other systems or processes.
- Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction according to specified departmental service level targets.
- Respond to complex customer inquiries in a highly informed, accurate and responsible manner and in accordance with resources provided.
- Provide feedback and reporting of the overall customer experience and provide opportunities for customer experience enhancements.
- Participate in meetings to present trends that are uncovered while making actionable suggestions for improvement.
- Use customer feedback and data to translate, create and maintain business objectives.

**What we’re looking for**:

- Demonstrated passion for customer satisfaction excellence and prior experience in an interactive customer service environment.
- Fluent in English (Written and Oral).
- Excellent communication, interpersonal problem solving and writing skills.
- Strong organizational, negotiation, and mediation skills.
- Experience with eCommerce and social media in the marketing/corporate environment is beneficial.
- Demonstrated analysis and reporting skills.
- Demonstrated PC skills: Microsoft Office-Excel, Word, Access, reporting software and/or other software/database skills.

We thank all applicants for their interest, however only those applicants selected for an interview will be contacted.

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