Customer Care Representative

petvalu; Markham; Hybrid; CAD 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid, Flexible Work Options

Health and dental benefits

Employee Share Purchase Plan

Learning and Development support

Inclusive, collaborative culture

Fun company events

Discounts on products

Job summary

Pet Valu in Markham, Ontario, is hiring a Customer Care Representative for a full-time hybrid role. You will respond to inquiries, process loyalty program questions, and support customers across phone, email, and social media channels.

The ideal candidate has 1–3 years of retail or customer support experience, strong communication, and a friendly, team-oriented attitude. The company offers benefits, flexible hours, and opportunities to grow within a supportive, pet-loving culture.

Qualifications

• High School Graduate; University or College Degree is a plus.
• 1-3 years' customer support experience
• Retail experience
• Experience with loyalty programs or e-commerce is a plus

Responsibilities

• Respond to customer inquiries via phone, email, and social media.
• Log interactions into ticketing system and track follow-up.
• Provide feedback to leadership on service improvements.
• Handle loyalty program inquiries and order-related issues.
• Maintain high service levels and meet KPIs.

Skills

Interpersonal skills

Verbal communication

Written communication

Team player

Friendly attitude

Attention to detail

French (asset)

Education

High School Diploma

College/University degree a plus

Job description

Location: Markham, Ontario
Job Description:
Position: Customer Care Representative
Type: Full-Time | Hybrid
Location: Markham, ON
Reports to : Manager, Customer Care

About Us

Pet Valu is Canada's leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley's, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.

What will you do?

Reporting to the Manager of Customer Care, the Customer Care Representative will support Pet Valu's Devoted Pet Lovers (customers), ACEs (store associates) and internal partners by receiving and responding to inquiries, compliments, and complaints via multiple communication channels such as but not limited to phone calls, emails, and social media. The Customer Care Representative will have excellent communications skills and be able to provide feedback to leadership on improvements to customer service processes, policies, and standards to maintain loyalty and exceed customer expectations at every turn.

Responsibilities

• Receives and responds to inquiries regarding company loyalty programs.
• Receives and responds to inquiries relating to our E-commerce platform and in-store experiences including:
• Assistance navigating websites.
• Assistance with order creation, shipment, and payment processes
• Log all calls and emails into ticketing system for proper attention, follow-up, and reporting.
• Ensures standardized response processes put in place for customer service are followed. Updates these processes as required.
• Maintains high service levels by ensuring key performance goals and metrics are met, or exceeded
• Loyalty related accountabilities: Processing and managing workflow volume for incoming requests, paper applications processing, adjustment request forms
• Connecting with Loyalty Marketing to resolve customer, program level or system related problems for Loyalty issues
• New member weekly card fulfillment process
• undefined

Qualifications

Experience & Education

High School Graduate; University or College Degree is a plus

1-3 years' customer support experience

Retail experience

Additional Skills

• Exceptional interpersonal skills highlighted by excellent verbal and written communication skills.
• Strong listening skills are required to assess a situation for an appropriate response, along with the ability to deal with sensitive information and situations.
• A Team player, as this position will require working with other departments, along with customers, store staff and Franchisees
• Must possess a friendly and professional attitude with the ability to develop rapport quickly with customers and internal partners
• Good organizational skills, along with the ability to multi-task multiple priorities
• Attention to detail, and a sense of urgency are required as all customer service inquiries require immediate action
• French speaking an asset.
• Must be flexible to work rotational evenings, weekends, and Stat holidays.

Compensation

The hourly wage for this position is $20.00 per hour + eligibility for a $2/hr bonus. The final offer will be based on factors such as market location, relevant skills, experience and internal equity.

Why work for us?

At Pet Valu, our people are at the heart of everything we do. We're passionate about creating an environment where you feel supported, included, and empowered to grow - both personally and professionally. Some of the perks of working with us include:

• Hybrid, Flexible Work Options
• Comprehensive health and dental benefits
• Employee Share Purchase Plan with company matching
• Learning and Development support tailored to you
• An inclusive, collaborative culture where your voice matters
• Fun company events that keep us connected
• Preferred rates for car rentals, hotels, phone plans and gym discounts
• Generous employee discounts on our products

Pet Valu is an equal opportunity employer committed to inclusion and accessibility. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

At Pet Valu, we are committed to transparency and fairness in our hiring practices. This posting is for an existing vacancy.