Customer Care Representative

Customer Care Representative
 Monday to Friday 9:00am to 5:30pm

Job Description:

Roma Moulding, a 2020 award winner of Waterstone Canada’s Most Admired Corporate Culture Award, is looking for an awesome addition to our team!

We are looking for a Customer Care Representative to join our Customer Care team to deliver WOW through service to our Customers and Sales Team.

Are you Fun and engaging personality who is a team player and can handle multiple tasks and switching priorities from one environment to another with ease and confidence? If so, read on!

Duties and Responsibilities:

• Respond to incoming calls within set KPI’s in place.
• Process orders received via telephone, fax, and or email.
• Participate in Live-Chat Sessions
• Respond to Customer & Sales Teams inquiries regarding orders, inventory availability, pricing, etc.
• Process Replacement orders and Return Merchandise Authorization, as necessary.
• Maintain the highest levels of Customer satisfaction by researching & providing resolutions for Customer needs and provide follow-up on Customer inquiries.
• Inform Customers and Sales Team of procedures and current policies to follow regarding day-to-day business tasks.
• Assist in developing processes to improve productivity and efficiencies. Participate in special projects as requested.
• Duties and responsibilities may be amended from time to time in order to support efficient Company operations and other related duties may be assigned as needed.
• Participate in special projects as requested.
• Support reception coverage when needed.
• Create Personal Connection Cards for our Partners.Required Education, Skills and Qualifications:
• Minimum 3 – 5 years of customer service experience in an (inbound) call center.
• Flexible to work rotating shifts to open call center hours (9:00am to 7:00pm).
• Able to work all Canadian holidays and the occasional weekend.
• Social Media and Web Savvy.
• Excellent communication skills, verbal and written.
• Proven ability to engage partners/customers in a chat environment.
• Proven ability to compose engaging emails.
• Customer focused and adaptable to different personality types.
• Ability to understand data, disseminate and report on findings.
• Can do attitude & the ability to manage time effectively.
• Strong sense of urgency and ability to analyze and prioritize.
• Out of the box thinker who is able to articulate ideas and suggestions.
• Works well on own and with others without constant direction.
• Excellent customer relations skills coupled with strong problem-solving skills.
• Ability to multitask and problem solve.
• Great initiative with the ability to prioritize.
• Proficient knowledge w/ Microsoft Office; Word, Excel, & Outlook.
• Being bilingual is considered an asset, but not required
• Must be a little weird, very curious, and know how to have fun while getting the job done!

Reporting to:                     Customer Care Leader

To Apply: Interested candidates should submit their resume online to:
talent@romamoulding.com