FAQs
What is the location of the Customer Care Representative position?
The position is located in Markham, Ontario.
What are the main communication channels for customer inquiries?
Customer inquiries are received and responded to via multiple communication channels, including phone calls, emails, and social media.
What qualifications are required for this position?
A high school diploma is required, and a university or college degree is an asset. Previous customer support experience, particularly in ecommerce and live chat, is also preferred.
Is retail experience necessary for the role?
Yes, retail experience is preferred for this position.
Is professional social media usage considered an asset?
Yes, professional social media usage is considered an asset for this role.
What are the essential duties of the Customer Care Representative?
Key duties include providing excellent customer service, communicating with empathy, maintaining safe and respectful environments, and efficiently solving customer issues.
Are there any specific competencies that are important for this role?
Yes, important competencies include customer focus, listening, problem-solving, communication, composure, and approachability.
How often will the Customer Care Representative participate in team meetings or exercises?
The representative is expected to participate in weekly meetings and team-building exercises.
Is being bilingual a requirement for this position?
Speaking French is considered an asset but is not a strict requirement.
What is the expected work schedule for this position?
The position requires flexibility to work rotational evenings, weekends, and statutory holidays, with designated shifts that could include a mix of days and evenings to support all time zones across Canada.
Will there be opportunities for career progression in this role?
Yes, there will be opportunities to discuss goals, progress, and career pathing during 1-on-1 sessions with the manager.
What is the focus of the Customer Care Representative regarding safety?
The representative must operate in a way that builds trust with customers, pets, and store associates, while maintaining a safe and respectful environment.
How will the Customer Care Representative ensure efficient use of time and resources?
The representative will achieve department SLAs to ensure speedy responses, learn to use Pet Valu’s ticketing and live chat systems, and follow standardized responses where applicable.