customer service representative - call centre

The Canadian Tire team member works in a fast-paced environment that involves constant interaction with customers. These positions requires delivering friendly and courteous service while processing customer purchases efficiently and correctly. This role involves the operation of a computerized cash register and computer. This position requires the ability to hold firm with product policy. Sometimes this requires a strong emotional aspect that can be tested almost daily . Confrontation is a daily aspect of this position, although management is here to reinforce policy/ product warrantee and back you up, the customer service representative is the front line worker for most situations. Customer Service Specific Tasks: * Answering and directing phones call * Returns and exchanges * Warranty Questions * Credit Card Applications * General inquiries * Hold Forms * Credit card Payments * Front area maintenance * Back up cash / cashier aid General Responsibilities and Tasks: * Smiles, make eye contact, greets and thanks customers (by name where possible). * Directs customer to the location of requested items. * Suggests value-added and related products to customers to ensure they get home with all they need. * 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 customer inquiries, requests and concerns in a timely manner, over the phone and in person. * Handles multiple customers in an effective and efficient manner. * Deals with challenging situations and conflict resolution in a professional manner. Operations * Operates cash register and all point of sales functions. * Processes customer purchases efficiently, following standardized procedures. * Accurately verifies merchandise quantities, descriptions and prices when processing customer purchases. * Balances cash and is aware of amount of cash on hand. * Maintains merchandise around the cash area and ensures that retail basics are executed efficiently (e.g., labels, facing, clean area, etc.). * Takes returns to stock product in respective department. * Reports stolen and damaged goods to Management. * Alerts management to security problems. * Alerts the respective department on any customer inquiry or concern. * Shares opinions and ideas on how to improve store 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 systems. * Ability to work independently. * Experience in a customer service role and/or with a Canadian Tire store is an asset. * Ability to operate a cash register. * Ability to identify Canadian currency from foreign currencies. * Strong English, written and spoken. Required Skills and Abilities 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 detail-oriented retail tasks according to instructions and to demonstrate responsibility for outcomes. * Ability to work in a fast-paced team environment that pro