Customer Service Lead

Job Title: Customer Service Lead

Victoria Women In Need Community Cooperative (WIN) is a non-profit community service cooperative that provides programs to support women, trans, non-binary, and Two-Spirit people along their journey between crisis, self-sufficiency, and wellness. We run 5 resale shop locations as well as an online shop to be able to support us in funding our programs and operations.

If you are someone who likes a small shop atmosphere, enjoys customer service, wants to make a positive difference in your community, is committed to the environment and reducing waste, is proactive, and wants to grow and develop with the organization – then this is the job for you The successful candidate will become part of a diverse team of dedicated people who work hard, are committed to a shared set of core values, and also enjoy their work.

• Type of Position: Part-Time
• Location: Multiple WIN Retail Locations
• Wage Range: $18.00-$19.00/ hour (with paid breaks)
• Hours per Week: Includes Sun/Mon, 16-20 hours per week, including weekends, subject to change based on business needs

This is a hands-on position that responsible for:

• Providing excellent customer service; greeting customers, making recommendations, and helping them to locate the right merchandise.
• Building relationships, assisting customers with shopping and creating a positive retail environment, and dealing with issues as they arise.
• Acting as team support and lead relating to customer service and ensuring daily tasks are completed.
• Providing a reassuring presence and being able to calmly and safely de-escalate challenging customer service situations.
• Undertaking duties in all areas of the store including cash, merchandising, rotating stock, putting stock back on the sales floor, and maintaining a clean and orderly store.
• Being part of ensuring that all health and safety procedures are being followed.
• Contributing to a supportive and inclusive team and work environment.
• Being part of ensuring that the store meets performance goals.
• Contributing to building and maintaining a positive and cooperative team working environment.
• Ensuring all WIN policies and procedures are carried out effectively.
• Maintaining high store standards and expectations.
• Keyholder responsibilities including opening / closing the store and managing the alarm system.

Required Skills and Experience:

• Minimum of one (1) year retail experience with experience as keyholder.
• Minimum of one (1) year customer service experience.
• Resourceful, positive attitude, and an excellent communicator.
• Excellent customer service skills, able to answer questions in a friendly and positive manner as well as work towards positive solutions.
• Well-organized with a good attention to detail.
• Knows about and values the work that WIN does in the community – must have an understanding of what WIN is all about.
• Ability to communicate respectfully, both verbally and written.
• Able to work autonomously, and use judgment, initiative and critical thinking skills in problem solving and communication on a case-by-case basis.
• Accurate and dependable in working with cash / point of sale system including cash in / cash out.
• Able to work independently and as part of a team.
• Comfortable maintaining ongoing communication with supervisor.

Why Work at WIN?

At WIN, we believe in supporting both our team and our community. When you join us, you'll enjoy:

• Employee Assistance Program – Support for your well-being when you need it.
• Extended Health & Dental Benefits – Available after the waiting period.
• Retirement Savings Options – RRSP and TFSA contributions to help plan for your future.
• Co-op Membership – Have a voice in shaping the company's direction.
• Paid Time Off – Because work-life balance matters.
• Purpose-Driven Work – Be part of a team making a real difference in the community.

Join WIN and be part of something bigger

WIN actively encourages applications from members of groups with historical and/or current barriers to equity, including, but not limited to, persons who identify as women, members of groups that commonly experience discrimination due to race, ancestry, color, religion, and/or spiritual beliefs or place of origin, Indigenous peoples, persons with visible and invisible disabilities, LGBQ+persons, Trans and gender variant persons and others with the skills and abilities and knowledge to engage productively with diverse communities.

Only candidates chosen for interviews will be contacted.

Job Type: Part-time

Pay: $18.00-$19.00 per hour

Benefits:

• Dental care
• Paid time off
• Store discount
• Vision care

Work Location: In person