Representative Customer Care & Store Support (12-Month Contract)

Sobeys; Victoria, Calgary; On-site; CAD 32,000 - 42,000; Full time

Job summary

Sobeys is seeking a Representative - Customer Care and Store Support for a 12-month contract. Based in Victoria, BC or Calgary, AB, you will deliver exceptional customer service, document interactions in Salesforce, and collaborate with teams to uphold the Voila brand standards.

Ideal candidates have strong communication skills,Comfort with flexible shifts, and experience with CRM tools like Salesforce. Training and leadership support are available as part of a One Team approach.

Qualifications

• Customer-focused service mindset and problem solving.
• Ability to multi-task across channels (call/email/chat).
• Strong written and verbal communication skills.
• Team player with a collaborative ‘One Team’ mindset.

Responsibilities

• Deliver a compelling customer service experience representing the Voila brand.
• De-escalate customer situations with empathy and understanding.
• Accurately document all customer contacts in Salesforce.
• Assist in training teammates and support leadership as needed.

Skills

Excellent communication

Flexible with shifts

One Team Approach

Computer savvy

Multi-tasking

Salesforce experience

Tools

Salesforce

Mailgun

Microsoft Office

Job description

Sobeys is full of exciting opportunities, and we are always looking for bright new talent to join our team! We currently have a 12-month contract opportunity for a Representative - Customer Care and Store Support. This role can be based out of our Victoria, BC or Calgary, AB office. Ready to start fresh? Deliver a compelling customer service experience representing the Voila brand, being respectful to our customers and solving our customers problems. De-escalate any continuous situations through understanding, empathy and empowerment. Exceptional writing and communication skills. Accurately update all incoming and outgoing contacts (all customer contacts are to be documented in Salesforce). Follows the Care Model of > Compassion; Amaze; Reliability and Engage. Exceptional skills in working with teams - being collaborative and having a 'One Team Approach' mentality. Ability to build Loyalty with all customers. Comfortable with Training fellow teammates - being a mentor or assist in ongoing or new hire training. Support Leadership team as required. Strong time management skills. Comfortable contacting customers on behalf of other departments and various customer initiatives. Keep Leadership team informed of any emerging trends and potential escalations. Follow the guidelines outlined in training. Adaptable and open to coaching. Flexible in working various shifts, including weekends and statutory holiday. We operate 7 days a week, weekdays from 8AM MST - 5PM MST and weekends from 8AM MST - 4AM MST. Technical savvy - able to troubleshoot issues with customers.

Here's where you'll have an impact:

• Excellent communication skills (writing and verbal)
• Flexible with various shifts (outlined above and may be changed due to call/email/chat arrival patterns)
• One Team Approach
• Computer savvy
• Ability to multi-task
• Worked with CRM tools like Salesforce

What you bring to the table:

• Ability to multi-task and use various programs to support the team, for example: Salesforce (CRM tool), Mailgun, Microsoft programs, Microsoft tools, social media apps (but not limited to)
• Ability to handle 6-7 per cases hour, at a minimum
• Must have quiet workspace without any distractions and required to be camera ready for any meetings and training
• Required to have high speed internet
• Position only available to work from in Canada
• Provide a Superior Customer Experience
• Strong problem solving
• Strong attention to detail
• Ability to collaborate / deescalate with customers