Petcurean
  • 21-Nov-2018 to 01-Jan-2019 (PST)
  • Customer Care
  • Chilliwack, BC, CAN
  • Salary
  • Full Time

Competitive Benefits package


At Petcurean, we put high value in providing exceptional care to each and every customer, first and foremost our pet-parents! With this mandate in mind, the Customer Care Representative (CCR) will work closely with the customer care team to grow and support our cherished customers. The CCR is also the initial point of contact for visitors to the Petcurean office where maintaining a positive visitor experience is essential.

This role requires a skilled CCR who actively listens and engages customers in their questions and concerns, with a focus on dispute resolution and positive problem solving over the phone, email, social media, and in person. This multifaceted role requires acute attention to detail, accuracy, strong organization and time-management skills and an ability to read, write and speak both French and English in a professional context.

By actively providing top-notch service and nutritional advice, the CCR will enrich customers' understanding of our products and general pet nutrition. Continuous pet nutrition and product training will ensure that product expertise and the ability to provide 'pet'sonalized nutrition advice stays current. The ability to adapt to new communication channels and technologies while keeping the best of class customer care a priority is essential.

This position reports to the Customer Experience Manager and will have a strong working relationship with the Marketing, Sales and Nutrition teams. The role is based at our head office in Chilliwack, B.C.

 

Responsibilities

Acts as primary customer care representative and nutrition expert:

  • Pro-actively address our pet-parents' and retailers' inquiries in a timely, courteous and professional manner providing accurate information and best in class customer care in English and French.
  • Through various consumer-facing channels (phone, social media, email and/or in person), answer questions including but not limited to store locations, balanced pet nutrition, and product inquiries.
  • Promote the Petcurean brand values through consistent key messages per Petcurean guidelines and collecting customer feedback.
  • Provide 'pet'sonalized nutrition expertise and product knowledge to our pet-parents.
  • With an empathetic, but also Petcurean focused mind, manage sensitive customer issues through to resolution by identifying root causes and determining a resolution that puts pets first and provides best in class customer care.
  • In an organized manner, administer customer care tickets and escalate urgent issues to appropriate team members as needed.
  • Identify trends in customer issues/escalations while recommending and assisting in the implementation of controls to address the root causes.
  • Greet, assist and/or direct visitors in a courteous and professional manner.

Advance Petcurean's proactive customer care program by:

  • Sharing the Petcurean approach to pet nutrition.
  • Remaining current with product changes and new product launches to ensure that information shared with customers is accurate.
  • Tracking how consumers are hearing about our company/products.
  • Assisting with promotional efforts.

Other Duties

  • Responsible for coordinating various retailer and consumer connection programs.
  • Willingness to roll up your sleeves and do what's necessary to get the job done and complete other duties as required within the same scope and level.

Qualifications

  • Post-secondary education in a related field is considered an asset.
  • Bi-Lingual: French and English (both oral and written); demonstrated ability to effectively and professionally liaise in French and English (both orally and in writing).
  • 1+ years of experience in a customer facing role in the pet industry.

Technical Fluency & Interpersonal Skills

  • Intermediate computer skills in Microsoft office and ability to learn to use new software
  • Experience in using a ticketing software is an asset.
  • Comfortable navigating and operating within social media (Facebook, Instagram, Twitter, YouTube, Pinterest).
  • Communicates at a professional level, is courteous and has a proven track record in providing solutions-oriented, exceptional customer care.
  • Ability to establish and maintain relationships and collaborate effectively with internal and external stakeholders.
  • Strong time management, process oriented and task management skills with the ability to work independently and as a member of a team.
  • Proactive approach; always seeking new and innovative strategies and ideas with a "can do" attitude.
  • Proven ability to empathetically resolve disputes, while continuously improving our customer satisfaction.

Hours of Work

This is a full-time position with regular office hours from Monday to Friday.  However, the nature of this position is such that some additional time with notice may be required and there is a possibility of work on weekends or during the evenings. Some limited travel may be required. 

Petcurean
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