Customer Support Representative - Level 2

Customer Support Representative - Level 2

Home Hardware Stores Limited | St. Jacobs, ON, CA

Posted a month ago

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Home Hardware has an exciting opportunity available for a Customer Support Representative to join our eCommerce team. Reporting to the Customer Support Supervisor, you will be the point of contact for the escalation of customer contacts that cannot be resolved by Tier 1 Support, as well as direct contacts by customers to Senior Management.

If you are an expert communicator in English and French, with the ability to act as an ambassador for our company and values, while providing an excellent customer service experience, we’d love to hear from you!

What you’ll do:
Accountable for providing 2nd Tier support to Customers. This can stem from escalations of issues that cannot be resolved by 1st Tier, as well as from customers that have contacted high level individuals (i.e., CEO, Board).
Responsible for assessing situations and gathering details from various sources and methods of communication. These situations could involve interactions direct with Dealers-Owners and other members of the Head Office on sensitive subjects.
Required to be an expert communicator and negotiator to mediate difficult scenarios. This includes being effective on phone, email, and chat, while de-escalating situations.
Effectively time manage a large volume of cases and constantly prioritizing them to close within expected timeframes.
Utilize insights from prior cases to provide constructive feedback to various areas of the business on how to improve.
Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner and in accordance with resources provided.
Document all details with the end solutions in the CRM to ensure the information is preserved for future reference.
Act as backup for Customer Support Supervisor (as needed).

What we’re looking for:

Three to five years’ experience is a customer serviced focused role.
High School Diploma with post-secondary business-oriented courses is an asset.
Fluently bilingual in French and English (Written and Oral) is preferred.
Demonstrated passion for Customer satisfaction excellence and prior experience in an interactive customer service environment.
Excellent communication, interpersonal problem solving and writing skills.
Strong organizational, negotiation and mediation skills; with the ability to handle difficult situations and people.
Demonstrated skills in Microsoft Office-Excel, Word, Access, reporting software and/or other software/database skills.
Knowledge of Home's Systems and Services is an asset.

Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.

We thank all applicants for their interest, however only those applicants selected for an interview will be contacted.