Customer Care Representative

Pet Valu Canada Inc. (Company); Markham; Hybrid; CAD 28,000 - 33,000; Full time

Benefits offered by this job

Hybrid, Flexible Work Options

Comprehensive health and dental de g

Employee Share Purchase Plan with公司匹配

Learning and Development support

Inclusive, collaborative culture

Fun company events

Employee discounts

Job summary

Pet Valu is hiring a Customer Care Representative in Markham, ON. This full-time hybrid role reports to the Manager, Customer Care and involves assisting customers with loyalty programs, ecommerce questions, and in-store experiences.

You will log interactions, ensure standardized responses, and help meet service levels. French is a plus; evening/weekend shifts may be required; a high school diploma and 1–3 years in customer support are preferred.

Qualifications

• High School Diploma required; University or College Degree is a plus.
• 1-3 years' customer support experience.
• Retail experience an asset.

Responsibilities

• Receives and responds to inquiries regarding loyalty programs.
• Assists with E-commerce platform and in-store experiences.
• Helps with website navigation, order creation, shipments and payments.
• Logs all calls and emails into ticketing system for follow-up and reporting.
• Ensures standardized customer service responses are followed and updated as needed.
• Maintains service levels to meet or exceed KPIs.
• Manages loyalty workflow for incoming requests and loyalty issues.

Skills

Customer service

Communication

Team player

French (asset)

Education

High School Diploma

University/College degree preferred

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?

• 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:

• 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

Perks:

• 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).

Pet Valu may use AI enabled technology to assist in the recruitment process for positions. The use of AI helps us ensure we are providing an equitable and streamlined recruitment experience for all applicants. While AI tools support our recruitment process, all decisions throughout the process are made exclusively by Pet Valu’s hiring team. At no stage does AI determine recruitment outcomes.

This posting is for an existing vacancy.