Customer Care Representative

Sporting Life; Vaughan; Hybrid; CAD 30,000 - 36,000; Full time

Benefits offered by this job

Benefits package with health/dental/ve

Employee discounts across SportingLife

Hybrid work environment

Vendor Pro Deals and product training

Competitive hourly rate

Job summary

Sporting Life Group is seeking a Customer Care Representative to deliver exceptional support via email and case management. This 6-month contract with a potential extension involves assisting customers with orders, returns, gift cards, product info, and more, in a fast-paced, hybrid retail setting.

Ideal candidates have 1–3 years in retail or customer care, strong communication, and the ability to work with cross-functional teams. Training includes Service Cloud and D365 knowledge.

Qualifications

• 1–3 years’ retail / customer care experience.
• Excellent verbal and written communication.
• Customer-focused individual who works well in a team.
• Highly organized with ability to manage multiple priorities.
• Ability to learn new systems quickly.
• Strong customer service, problem-solving and conflict-resolution skills.
• Professional and empathetic communication with customers.
• Detail-oriented with accurate documentation of interactions.
• Collaborates with cross-functional teams and partners.
• Salesforce Service Cloud and D365 knowledge is a plus.
• College/university education is an asset.

Responsibilities

• Provide exceptional Customer Care per the Sporting Life Group Mission.
• Manage inbound customer cases and emails promptly and professionally.
• Support KPI performance: FRT, AHT, productivity, quality, timely resolutions.
• Respond to inquiries on online orders, returns, exchanges, and promos.
• Investigate and resolve issues impacting order fulfillment or delivery.
• Identify solutions and escalate when required to resolve concerns.
• Process discounts and goodwill resolutions when appropriate.
• Handle store emails and coordinate with support teams.
• Maintain accurate records of customer interactions in systems.
• Review and update reports, logs, and case docs as directed.
• Use Service Cloud, Commerce Cloud, and D365 Knowledge to assist resolutions.
• Contribute to a positive, collaborative team environment.
• Follow policies and guidelines to ensure consistency and accuracy.
• Perform other related assignments as required.

Skills

Verbal communication

Written communication

Customer service

Team player

Organizational skills

Multitasking

Problem solving

Empathetic communication

Attention to detail

Cross-functional collaboration

Education

College degree

Tools

Salesforce Service Cloud

Salesforce Commerce Cloud

Microsoft Dynamics 365

Job description

Sporting Life Group is a proudly Canadian family of retail banners, Sporting Life, Golf Town, and Team Town Sports, united by a shared passion for sport and active living.

From individual pursuits to team sports, we offer the best equipment, expert services, and experiences to help Canadians play, move, and live well.

Why Work Here?

• Access to our benefits package, with the choice of different levels of health, dental, and vision coverage to suit you.
• Employee discounts at Golf Town, Sporting Life, and Team Town Sports that are shareable with friends and family.
• Team-first culture that celebrates an active, sports lifestyle.
• Fun, fast-paced hybrid environment where your passion for sport and style belongs.
• Vendor Pro Deals and expert product training to fuel your knowledge and performance.
• An hourly rate of $24.00 (dependent on experience) and opportunities to grow your career in the sports lifestyle.

What You'll Do:

The Customer Care Representative is responsible for delivering an exceptional customer experience by providing timely, accurate, and professional support through email and case management.

This role is a 6 month contract with a possibility of extension.

This roleassistscustomers with inquiries related to orders, returns, gift cards, product information, warranties, and the online shopping experience. Working collaboratively with internal teams and stores, the Customer Care Representative helps resolve customer concerns, supports operational processes, and contributes tomaintaininghigh service standards across all customer touchpoints.

• Provide exceptional Customer Care as per the Sporting Life Group Mission Statement.

• Manage inbound customer cases and email communication ina timelyand professional manner.

• Support departmental KPI performance including First Response Time (FRT),Average Handling Time (AHT),productivity, quality standards, andtimelycase resolution.

• Respond to customer inquiries related to online orders, returns,exchanges, carrierissues,promotionsand product support.

• Investigate and resolve customer issues that mayimpactorder fulfillment or delivery.

• Resolve customer concerns byidentifyingsolutions and escalating issues whenrequired.

• Completediscounts, and goodwill resolutions whenappropriate.

• Manage and respond to customer-related store emails while partnering with support teams asrequired.

• Maintainaccuraterecords of all customer interactionswithin Service Cloud and other company systems.

• Review and update reports, logs, and case documentation asdirected by leadership.

• Utilize systems including Service Cloud, Commerce Cloud, and D365 Knowledge to support customer resolutions and operational processes.

• Contribute to a positive and collaborative team environment.

• Follow established policies, procedures, and service guidelines to ensure consistency and accuracy.
• Perform other related assignments and duties asrequired.

What You'll Bring:

• 1 – 3 years’ retail / customer care experience.
• Excellent verbal and written communication skills.
• Customer-focused individual who works well in a team environment.
• Highly organized with the ability to manage multiple priorities and adapt in a fast-paced environment.
• Ability to learn new systems and processes quickly.
• Strong customer service, problem-solving, and conflict-resolution skills.
• Ability to communicate professionally and empathetically with customers.
• Strong attention to detail and ability to accurately document customer interactions.
• Comfortable collaborating with cross-functional teams and business partners.
• Working knowledge ofSales Force (Service Cloud, Commerce Cloud)andMicrosoftD365 Knowledge systems is considered an asset.
• Demonstrates professionalism, accountability, and a commitment to delivering excellent customer experiences.
• College oruniversity education is an asset.

AI is used as part of our application review process to assist in screening and assessment. All applications are also reviewed by our recruitment team.

This posting is for an open existing role in our organisation.

Sporting Life Group is an equal opportunity employer and committed to providing accommodations for persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, please advise the Sporting Life Human Resources team of any accommodations required to ensure fair and equitable access through the recruitment and selection process.