Teldon Media Group (Teldon) was established in 1969 in Vancouver, BC. Teldon's history is firmly rooted in the production of personalized promotional wall calendars. With 50 years of industry-leading expertise, Teldon works with businesses and individuals throughout North America to create a wide selection of personalized, innovative, and attractive marketing products, including an award-winning line of wall calendars featuring the trademarked PowerView Window advertising area.

Position Overview:

We are currently looking for an experienced Customer Care Associate that is fluent in both English and French to join our team.

Reporting to the Customer Care Manager, the Customer Care Associate is a primary point of contact for clients. This role is responsible for verifying order details, addressing customer inquiries, and resolving any issues and concerns. The Customer Care Associate strives to provide an exceptional customer experience for all Teldon clients.

This is an in-office position located at our head office in Richmond, BC.

What We Offer:

A competitive compensation package
Extended benefits package from day one - including medical, dental, and paramedical coverage
Annual Health Spending Account
Employer matching RRSP program
3 weeks of vacation per year to start
Monday to Friday schedule
Onsite gym and access to a personal trainer
Free onsite parking
A vibrant company culture and lively office environment that values both work and play
Internal training to support your career growth and enhance your skills

Key Responsibilities:

Handle inbound and outbound client calls, verifying order information, guiding clients on completing orders, confirming shipping details, collecting payments, and completing upselling of products
Respond to all client emails and messages promptly and professionally
Build rapport with customers by actively listening, asking questions, and offering appropriate solutions
Utilize CRM program (Salesforce) to update order information, add customer notes and records, process payments, and issue refunds/vouchers
Address escalated calls and resolve customer issues/complaints using sound judgment and best customer service practices
Manage special corporate account programs as assigned from start to completion
Work closely with internal departments to ensure customer orders and deliveries are processed accurately and efficiently
Assist with the mail service and order fulfillment process by organizing client lists, providing quotes to clients, and scheduling orders
Handle any shipping and order damage claims with mail vendors
Keep up to date with product knowledge and promotions

Required Skills and Qualifications:

2+ years of experience in a phone-based customer service role
Bilingual proficiency in verbal and written English and French is required

Proven dedication to delivering excellent customer service
Proficiency in Microsoft Office Suite (Outlook, Word, Excel)
Upbeat attitude with energetic and articulate phone presentation
Excellent time management skills and high attention to detail
Ability to work independently and in a team environment

Previous experience using Salesforce is an asset

Salary Range: The salary range for this position starts from $50,000 annually. Final compensation will be commensurate with applicable experience and skill level.

We appreciate the interest of all applicants in this position. However, only those candidates selected for an interview will be contacted.