Customer Service Representative

Summary

The Customer Service Representative works directly with customers and employees, handling inquiries, product returns, exchanges and sales transactions efficiently and professionally. Customer service and computerized cash register proficiency is essential for success in this position to enhance the customer experience.

This position is $17.40 per hour.

Responsabilities and Tasks

Customer Service

• Smiles, makes eye contact, greets and thanks customers (by name where possible).
• Guides customer to the location of requested items.
• Ends the discussion with the customer using a closing statement (e.g., “Is there anything else I can do for you today?” “Did you find everything you were looking for?” “Thank you for shopping at Canadian Tire!”).
• Responds to and handles multiple customer inquiries, requests and concerns in a timely manner, over the phone and in person.
• Deals with challenging situations and conflict resolution in a professional manner.

Operations:

• Operates cash register, computer, fax machine, printer and electronic funds terminals (debit cards, credit cards) and enters all relevant coding in Canadian Tire systems.
• Provides announcements professionally through a public address system.
• Processes returns and exchanges using the computerized system.
• Follows established policies and procedures on returns and rain checks.
• Maintains merchandise around the customer service area and ensures that retail basics are executed efficiently (labels, facing, clean area etc.).
• Processes customer purchases efficiently, following standardized procedures.
• Accurately verifies merchandise quantities, descriptions and price.
• Balances cash and is aware of amount of cash on hand.
• Follows up with product returns to ensure they are sent to the respective departments.
• Reports stolen and damaged goods to Management.
• Identifies and alerts Management to security problems, customer concerns and inquiries.
• Shares opinions and ideas on how to improve store processes and success.
• Participates in meetings and all training as required; listens to feedback to improve their own abilities.
• Complies with company, store and department policies.
• Abides by all health and safety programs and regulations. Reports any observed or potential hazards immediately.
• Uses professional language and maintains a professional appearance (e.g., uniform, hygiene, grooming and name tag) when interacting with others.
• Completes other tasks, as required.

Requirements:

• Basic math and typing skills.
• Ability to work efficiently with computerized and cash register systems.
• Organizational ability and attention to detail.
• Ability to work under minimum supervision.
• Experience in a customer service role and/or with a Canadian Tire store is considered an asset.

Required Abilities and Skills:

Successful candidates will demonstrate the following competencies:

• Strong orientation towards customer service excellence.
• Highly approachable, customer-oriented individual who thrives in offering exceptional service to customers.
• Strong belief in the Canadian Tire Values of honesty, integrity and respect.
• Effective written and oral communication skills (probing, listening, etc) and the ability to maintain professional communication, even in challenging situations.
• Ability to complete retail tasks according to instructions and to demonstrate responsibility for outcomes.
• Ability to work in a fast-paced team environment that provides assistance and support to co-workers to achieve common goals.
• Ability to resolve retail and/or customer issues.
• Ability to multitask, adapt and cope with challenging and changing situations.
• Positive attitude, punctuality and solid work ethic.

Potential Careers Opportunities

• Next levels: Merchandiser, Cashier Supervisor and Department Manager.
• Other retail, customer service and management opportunities in a large network of more than 485 Canadian Tire stores across the country.
• Career opportunities across the larger Canadian Tire family (Canadian Tire Petroleum, PartSource, Mark's, FGL Sports Ltd, Canadian Tire Corporation Limited, and Canadian Tire Financial Services)

Physical Demands and Working Conditions

In compliance with the store's Health and Safety Policies and Procedures:

• Standing/walking for 8 hours.
• Lifting and/or carrying of merchandise items, as required, on a regular, frequent and unassisted basis. Merchandise items may vary in weight from “light” to “heavy”.
• Lifting and turning repeatedly throughout the shift.
• Lifting above the shoulder, from floor to shoulder and floor to waist.
• Walking and carrying things at the same time and pushing/pulling, as required.