Customer Care - Seasonal Support Specialist (10 Month Contract)

Well.ca - Guelph, ON (30+ days ago)

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Description:

Looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with strong attention to detail? Do you love the satisfaction that comes with correcting an error or solving a problem? Are you a self starter who loves being on the front lines playing a pivotal role in creating an inviting, honest, and kind atmosphere for customers?

At Well.ca it’s our mission to provide our customers with the best service they have ever had!

Well.ca is currently looking for energetic team players to join our growing Customer Care Team as seasonal support specialist. This role supports the functions and interactions of the Customer Care team during peak season.

We are currently hiring for our Monday-Friday 10am - 6pm shift.

Responsibilities:

Customer Communication

  • Support the Customer Care teams broader productivity goals by managing [customer]contact via the following communication channels: Email, Live Chat, Phone
  • Use Well.ca’s in-house software to assist customers in correcting post-purchase issues
  • Answer incoming customer contact quickly, in a very friendly and genuine manner
  • Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure customer satisfaction
  • Handle confidential customer information in a sensitive and responsible way
  • Offering Gold Standard Customer Service in a time-sensitive manner

Problem Management

  • Ability to diagnose problems, identify and drive appropriate solutions quickly and effectively
  • Ability to determine and offer a customer-first resolution for every problem
  • Work closely with peers to resolve customer issues
  • When needed escalate issues to the Senior Customer Care team to ensure we are meeting customers particular needs

Performance Criteria

  • Reports directly to the respective Shift Supervisor within Customer Care
  • Capable of performing repetitive tasks quickly, and without sacrifice of quality
  • Agility to multi-task and move from one direction to another quickly
  • Turn first time customers into loyal customers by wow-ing them with wonderful service
  • Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but every department at Well.ca
  • Demonstrated ability to maintain /exceed personal and department goals and metrics
  • In depth knowledge of core Well.ca products and an on-going desire to stay on top of new additions and product trends
  • Ability to retain and communicate large amounts of information

Qualifications:

  • High school diploma required
  • 1-3 years experience in a similar role
  • Exceptional written and oral communication skills
  • Strong technical skills
  • Ability to diffuse tense or difficult situations
  • Adapts easily to change
  • Ability to learn quickly and take initiative
  • Outstanding multi-tasking and organizational skills
  • Ability to solve problems in a quick and well thought out manner
  • Ability to lift up to 50lbs
  • Working knowledge of Microsoft Excel

Assets:

  • Fluency in multiple languages
  • Post-secondary diploma/degree

Job Type: Contract