Web Guest Service Representative (Full Time)

Why Homes Alive Pets

This isnt your average pet store. Youll feel it when you walk through our door. Its more than beautifully-designed locations and friendly staff its a belief in a higher standard for pet care. Our stores are community hubs somewhere to come and share an experience with your pet.

Youll immediately notice a refreshing shopping experience at Homes Alive because we take a brand-agnostic knowledge-over-upselling approach. Rather than pushing a certain product or feeling pressured to meet sales quotas our teams attention is solely focused on getting to know you and your pet and empowering you to make confident decisions.

Our mission is to add value to every life. When we say every life we include guests and their pets. Employees and co-workers. Brand reps and vendors. Even our communities.

There is life all around us and it is our mission to add value qualitatively and quantitatively. In the qualitative sense it is our mission to elevate every life as important and worthwhile. In the quantitative sense and in the context of our business it is also our mission to add value discounts and a fair balance of price and quality for our guests. This is how we will make a positive impact in our communities and world.

Job Title

Web Guest Service Representative

Direct Report

Web Store Manager

Department

Web Operations

Location

St NW Edmonton AB T6H 2K1

Summary

The Web Guest Service Representative is responsible for providing optimal customer service by ensuring that all online orders are processed in an exceptionally organized and timely manner and to meet any customer queries comments or complaints over the phone email or website chat function. It is the responsibility of the Web Guest Service Representative to ensure the needs of customers are met with the highest quality of experience.

To achieve success as a Web Guest Service Representative you should possess experience and knowledge in customer service and be efficient in managing tasks in a timely manner.

Qualifications

• 1-2 years of experience in grocery or retail.
• Experience in website management is an asset.

Core Competencies

• Attention to detail. Ability to complete projects while being attentive to the smallest details.
• Strong communication. High competency in both written and verbal communication.
• Resilience. Ability to remain calm and navigate through high stress situations.

Behaviour & Skills

• Positive and hardworking attitude.
• Excellent time management & attention to detail.
• Excellent teamwork & collaborative abilities.
• Confident & articulate communication.
• Trustworthy & positive attitude.
• Ability to type 50 wpm.

Job Responsibilities

• Manage communications with customers via email phone calls and website chat functions including questions comments and complaints.
• Provide quick and effective communication with customers regarding online returns and exchanges.
• Provide administrative support to the Web Operations department.
• Any other reasonable tasks as assigned by the Web Operations Manager.

A Day in the Life of a Web Guest Service Representative

The job of a Web Guest Service Representative is always dynamic. On a typical workday you will do a variety of different tasks including (1) fielding phone calls emails and live chats from online guests; (2) communicating with the stores and assist in any questions that may arise with online and curbside orders; (3) contacting guests with order and tracking information; (4) assisting in assigning online orders to the various stores; (5) creating work orders in the POS system for any back-ordered items; (6) processing and refunding all online returns; (7) reviewing product reviews and posting them to the website; (8) contacting and filing claims with courier companies; and (9) handing other tasks that arise throughout the day. Youll never be bored thats for sure!

Schedule

• Full-time: Web Guest Service Representatives are scheduled to work a minimum of 30 hrs./week and up to 40 hrs./week.
• Shifts may be morning afternoon or evening Monday to Sunday.
• Shifts are determined at the discretion of the Web Operations Manager.

Compensation

• $18-22/hr. Wage commensurate with experience.

Benefits.

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Staff discount

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