Customer Care Representative - Markham, Canada - Pet Valu

Pet Valu

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Location:
Markham, Ontario

Job Description:

Job Summary

Customer Care Representative

Senior Customer Care Representative

In addition to the above, the Senior Customer Care Representative will be the 1st point of contact for general inquires or support the Customer Service or Loyalty team members as needs may require.

The Senior Customer Care Associate will be the prime for delivering established training programs to new associates and will lead the eCommerce fraud prevention efforts.

They may also be required to provide updates and communications to the team related to all policy/process changes, enhancements, or training.

Essential Duties and Responsibilities (4 Paws)

Safety
Operate in a way that builds trust with our customers, pets, and ACEs.

Maintain a safe and respectful environment.

Keep confidential information secure at all times.

Protect the brand at all times.

Escalate roadblocks standing in the way of exceeding exceptional service.

Ensure service levels and metrics are achieved or exceeded.

Support in-store COVID protocols

Senior Role:
Provide a safe and respectful environment that team can bring forward issues or concerns.

Act as 1st point of contact for Customer Care team for direction or support

Compassion
Communicate and act from the heart with genuine care and courtesy.

Communicate with the utmost empathy for our ACEs, DPLs, and internal partners.

Handle all concerns from multiple sources to ensure Customer Satisfaction.

Display sympathy for pet loss, injury or illness.

Share ACE accolades

Participate and enjoy the memorable moments.

Participate in weekly team building exercises.

Senior Role:
Leads and communicates with the utmost empathy for our ACEs, DPLs, and internal partners.

Handles initial BBB claims to ensure Customer Satisfaction and SLAs are met

Expertise
Provide knowledge in an understanding and informative way.

Stay up to date by completing ongoing learning modules.

Assist in the ongoing maintenance of knowledge base surrounding polices, procedures, and tools.

Senior Role:
Coordinate and deliver established onboarding and training programs to new employees

Point of contact and support for Fraud prevention processes.

Prime for cancelling orders in our Pick pack ship system

Update the store list information when received (Purple report)

Efficiency
Use time and resources responsibly.

Achieve company SLA's to ensure speedy responses for ACEs and DPLs

Learn and use Pet Valu's ticketing system to ensure accurate data collection and prompt follow-ups.

Follow standardized responses where applicable.

Always be on-time for designated shifts that will include a mix of evenings and weekends that support all time zones across Canada.

Collaborate with other departments to solve complex issues.

Participate in 1 X 1 session with manager to discuss goals, progress, and career pathing.

Senior Role:
Assist in creation and modifications of standardized responses and knowledge solutions

Collaborate with Manager/Team Lead and other departments to solve escalated issues

Participate in 1 X 1 session with manager to discuss goals, progress, and career pathing.

Prime for all new training/onboarding of new associates to the team.

Competencies

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and

gains their trust and respect.

Listening

Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Problem Solving

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers

Written Communications

Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Composure

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Approachability

Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm,

pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.

Senior Role:
Process Management

Good at figuring out the processes necessary to get things done; knows how to organiz