Salary: $20 per hour

Company Summary

We believe that pet products should be held to the same standard as “human” products because pets are our family. At Canada Pooch, we design products you and your pooch can depend on every day. Whether it is helping to keep them warm and dry on walks or cozy at home, we know pet parents deserve products that work. As pet and animal lovers ourselves, the team is dedicated to creating products that function properly, fit perfectly, and match you and your pup's unique style. Whatever the occasion, Canada Pooch has got you covered with products designed for those everyday moments.

Role Summary

We're looking for multiple talented and experienced Customer Experience Specialists to join the team at Canada Pooch during our busiest season! These roles are seasonal from October through January, with the possibility of extension or a permanent role, depending on the business needs. We're looking for both full-time (40 hrs/ week) and part-time (min 20 hrs/week) within the operating hours of Monday - Sunday, 8am-9pm EST to join the team.

In this role, you'll be communicating directly with our customers, to turn them into advocates of our brand. Our customers are incredibly important to us, and we're seeking a hard-working, enthusiastic, and solutions-oriented individual who is ready to work in a fun and fast-paced environment. You'll be responsible for promptly responding to customer inquiries, and working cross-functionally to provide an unparalleled customer experience. If this sounds like you, and you like working on a fun team, please reach out!

You Will

• Act as the first point of contact with our customers; solving their problems and answering their questions in a timely, professional, and friendly manner.
• Respond to all email, online chat, phone, and social media inquiries while following Canada Pooch brand and regulatory guidelines
• Create, edit, or modify online orders and create shipping labels on behalf of our customers
• Escalate bugs or website issues, as well as complaints or cases as needed internally.
• Learn and maintain a high level of expertise related to Canada Pooch's products and pass this knowledge along to our customers to help assist in problem resolution.
• Act as the customer's champion by sharing feedback, requests, and trends internally to help continuously improve their experience
• Anything else that comes your way in helping us successfully provide best-in-class customer support

What You Bring

• You have 1+ years of experience in customer service dealing directly with customers on a day-to-day basis
• You have exceptional verbal and written communication skills; you're talking to our customers, after all!
• You are able to multi-task, prioritize, and manage time effectively
• You are proficient in Microsoft Office (Outlook, Word, Excel), as well as Google Suite (docs, sheets)
• You have a post-secondary degree or equivalent
• You are able to see things from the customer's point of view and are willing to go the extra mile to ensure all customers feel valued and appreciated
• You have the ability to listen and understand the customer's fundamental needs by using an empathetic approach to quickly and effectively solve problems and have a demonstrated ability to transform a negative customer experience into a positive one
• Experience working on live chat, email ticketing, or in a call center handling high ticket volumes is an asset and strongly preferred
• Fashion retail or pet industry experience is an asset
• Bilingualism (French/ English) is an asset
• Experience working with customer support tools or ticketing systems (ex: Zendesk)
• Experience working with Shopify

The Process

• Stage 1: A 20-minute phone call with our Customer Experience Manager
• Stage 2: A quick take-home assignment relating to customer experience
• Stage 3: A 30-minute Zoom interview with the Manager of Customer Experience and our Senior Customer Experience Specialist

Here At Canada Pooch, These Are Our Core Values

We stick together | We do the right thing | We are all entrepreneurs | We are Product obsessed | We tell it like it is | We've got our customer's back

Diversity, Equity And Inclusion

Canada Pooch values diversity in its workforce and encourages applications from all qualified individuals. Applicants requiring a disability-related accommodation at any stage of Canada Pooch's recruitment process should contact [email protected]. As required by legislation, Canada Pooch will consult with applications requesting such an accommodation to ensure that Canada Pooch's recruitment process takes into account their accessibility needs.

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