[Hiring] Customer Care and Store Support Representative @Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée

Role Description

Deliver a compelling customer service experience representing the Voila brand, being respectful to our customers and solving our customers' problems.

• De-escalate any continuous situations through understanding, empathy, and empowerment.
• Accurately update all incoming and outgoing contacts (all customer contacts are to be documented in Salesforce).
• Follow the Care Model of Compassion, Amaze, Reliability, and Engage.
• Exceptional skills in working with teams – being collaborative and having a ‘One Team Approach’ mentality.
• Ability to build loyalty with all customers.
• Comfortable with training fellow teammates – being a mentor or assisting in ongoing or new hire training.
• Support Leadership team as required.
• Strong time management skills.
• Comfortable contacting customers on behalf of other departments and various customer initiatives.
• Keep Leadership team informed of any emerging trends and potential escalations.
• Follow the guidelines outlined in training.
• Adaptable and open to coaching.
• Flexible in working various shifts, including weekends and statutory holidays (Shifts can start as early as 5:30am and finish as late as 12:30am EST).
• Technical savvy – able to troubleshoot issues with customers.

Qualifications

• Excellent communication skills (writing and verbal).
• Flexible with various shifts (outlined above and may be changed due to call/email/chat arrival patterns).
• Computer savvy.
• Ability to multi-task.
• Worked with CRM tools like Salesforce.

Requirements

• Ability to multi-task and use various programs to support the team, for example: Salesforce (CRM tool), Kronos, Mailgun, Microsoft programs, Microsoft tools, social media apps (but not limited to).
• Ability to handle 6-7 cases per hour, at a minimum.
• Must have a quiet workspace without any distractions and required to be camera ready for any meetings and training.
• Required to have high-speed internet.
• Position only available to work from in Canada.
• Provide a superior customer experience.
• Strong problem-solving skills.
• Strong attention to detail.
• Ability to collaborate/de-escalate with customers.

Benefits

• Health and dental benefits.
• Retirement and savings programs including an Employee Share Ownership Plan.
• 10% in-store discount at participating banners.
• Virtual healthcare and an Employee and Family Assistance Program.
• Learning and development opportunities.
• Parental leave top-up.
• Paid vacation.

Company Description

Sobeys is one of Canada’s leading grocery retailers, with more than 1,600 stores across all 10 provinces and banners including Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, and Lawtons Drug Stores. Our 128,000 teammates and franchise affiliates are passionate about delivering great food and exceptional experiences to our customers and communities.