Service Ontario - Customer Support Specialist

Staples Canada; Toronto; On-site; CAD 25,000 - 32,000; Full time

Benefits offered by this job

Associate discount

Health and Dental benefits

RRSP/DPSP

Performance bonuses

Learning & Development programs

Job summary

Staples Canada and ServiceOntario collaborate to provide convenient government-related services in Staples stores. The Customer Support Specialist offers total service solutions, answering questions and resolving issues while anticipating customer needs.

You will handle escalations professionally, refer customers to the right departments, and support training to ensure high-quality service in a fast-paced retail environment.

Qualifications

• 1–2 years of customer service experience required.
• Ability to communicate clearly across channels.
• Strong organization and prioritization in a fast-paced environment.
• Ability to stay focused amid interruptions.
• Bilingual EN/FR is preferred.

Responsibilities

• Provide knowledgeable, respectful service to customers.
• Explain service details, fees, and eligibility; de-escalate with empathy.
• Refer and warm-transfer customers to other departments as needed.
• Maintain Staples brand standards in the ServiceOntario lobby.
• Complete Ground Control tasks to keep lobby ready.
• Share knowledge and train new associates.
• Participate in store huddles and required ServiceOntario training.
• Follow health, safety, privacy, and policy protocols.
• Ensure customer data is handled securely.

Skills

Customer service

Effective communication

Team collaboration

Time management

Attention to detail

Tools

Microsoft Office

Database programs

Internet research

Job description

Some of what you will do:

Staples’ strategic partnership with ServiceOntario brings the convenience of essential government services to our store locations. This collaboration streamlines and enhances our customer experience by providing a range of ServiceOntario services. Customers can access a variety of government-related transactions and documents, from driver's license renewals to health card applications, all within the familiar environment of their local Staples store. The Customer Support Specialist is directly employed by Staples Canada, while working with Service Ontario systems and processes.

Job Description

Some of what you will do:

Staples’ strategic partnership with ServiceOntario brings the convenience of essential government services to our store locations. This collaboration streamlines and enhances our customer experience by providing a range of ServiceOntario services. Customers can access a variety of government-related transactions and documents, from driver's license renewals to health card applications, all within the familiar environment of their local Staples store. The Customer Support Specialist is directly employed by Staples Canada, while working with Service Ontario systems and processes.

In the role as the Customer Support Specialist, you will act as a primary services specialist, providing our customers with total services solutions. By being curious and detailed-oriented, you will solve problems, answer questions and ensure all needs of the customer is met, including anticipating their needs based on the services provided. You can handle escalated customer interactions with professionalism and tact.

Specifically, You Will

• Provide knowledgeable, consistent, and respectful service to all customers.
• Clearly communicate service details, fees, and eligibility, and de-escalate concerns with empathy, involving leadership when needed.
• Refer and warm-transfer customers to other departments or stakeholders and promote store-wide offerings.
• Maintain brand standards and perform merchandising tasks in the ServiceOntario lobby and offer promotional coupons when applicable.
• Complete Ground Control activities to ensure lobby readiness and customer satisfaction.
• Share knowledge and support team members through peer learning and training of new associates.
• Participate in store huddles, meetings, and complete all required training (including ServiceOntario modules).
• Adhere to all health & safety, asset protection, privacy, and policy protocols.
• Ensure customer data is handled securely and in compliance with privacy standards.

Some Of What You Need

• 1-2 years of prior customer service experience is required.
• Ability to communicate with customers effectively using a variety of mediums.
• Ability to plan, organize and prioritize to effectively serve our customers in a fast-paced environment.
• Ability to work effectively with ongoing distractions is necessary.
• Attention to detail to ensure data and transaction accuracy.
• Proficiency with software such as Microsoft Office, database programs and the Internet to access and retrieve information, to prepare correspondence and reports and to conduct research.
• Bilingualism English/French is preferred/considered an asset.

Additional Information

• Backcheck will be required.
• Based on the nature of the contracts and signing authority of this role, it is required to be a minimum of 18 years of age at the time of hire.
• This position is based in our retail store environment and includes working a variety of shifts including evenings and Saturdays.
• This role requires regular computer use for extended periods throughout the work day.

Some Of What You Will Get

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

About Us

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.