Job Title: Customer Service Representative
Location: Cobourg, ON
Shift: Morning, Night, Overnight
Wage: $22.60/Hour
- Ensures exceptional customer satisfaction with accuracy and professionalism while processing purchases and customer orders.
- Takes opportunities for add-on sales to customer.
- Assists in the resolution of customer complaints, returns and exchanges.
- Responds to and directs where necessary, customer inquiries related to copy and technology services.
- Answers telephones and qualifies and directs customers as required.
- Responsible to take and make copy orders accurately.
- Follows all correct cash register operations, as well as maintaining SKU integrity when entering services into the register.
- Maintains loss prevention and privacy standards by completing appropriate paperwork when presented with refunds or exchanges for data products.
- Accepts proper forms of prescribed tender.
- Properly secures company funds and physical inventory at all cash stations.
- Ensures accuracy of customer orders by spot checking throughout processing.
- Completes and balances all daily cash register paperwork and obtains verification.
- Follows proper customer order procedures including special and pre-paid orders, ensuring order forms are completed and priced correctly.
- Stocks and maintains front-end racks/shelves and merchandise areas as assigned.
- Monitors stock levels of front end paper, supplies, register rolls, shopping bags, etc.
- Accountable for signing in/out and logging in/out of own till when required.
- Has a complete understanding of all company policies and procedures relevant to this position, as outlined in the training checklist.
- Maintains general cleanliness of all workstations, lunchroom and washrooms as assigned, according to company standards.
- Identifies and communicates suggestions for improvements in all areas of business.
- Checks all sources of communication for information (white boards, bulletin boards, portal, etc).
- Associate is expected to maintain a safe working environment and follow all company protocols for safety and is required to report any unsafe working conditions to a manager.
- As per policy, required to have personal parcels (bags, totes, backpacks, purses, etc.) checked by a manager prior to leaving the store premises.
- Ability to resolve customer concerns in a diplomatic manner.
- Ability to engage customers in a friendly and professional manner.
- Capacity to communicate with customers effectively using a variety of mediums.
- Ability to plan, organize and prioritize efficiently while working in both the Service Desk and Copy Centre areas to effectively serve our customers.
- Ability to work effectively with ongoing distractions is necessary.
- Can engage appropriately and work as part of a team.
- Capacity to work independently and seek out assistance as required.
- Three months to one year of previously related experience is preferred.
- Working towards or successful completion of high school is preferred.
- Conditions of the work environment are such that minor stress or physical discomfort may occur.
- You are required to stand in a stationary position for periods of time generally not exceeding two consecutive hours. This would occur while working a cash register.
- You will be exposed to moderately disagreeable levels of noise generated by the copy equipment.
What skills and qualities are important for a Customer Service Representative?
Customer Service Representatives (CSRs) are the frontline of interaction between a company and its customers. They play a crucial role in delivering a positive customer experience and maintaining customer satisfaction. To excel in this role, CSRs need a combination of essential skills and qualities. Here are some important ones:
1. Excellent Communication Skills: CSRs must have strong verbal and written communication skills to effectively interact with customers, understand their needs, and provide clear and helpful responses.
2. Empathy and Patience: Demonstrating empathy and patience is essential when dealing with customers who may be frustrated, upset, or experiencing issues. CSRs need to listen attentively and show understanding to provide the best possible assistance.
3. Problem-Solving Abilities: CSRs encounter various customer issues and inquiries. They need to be adept at identifying problems, finding solutions, and resolving complaints efficiently.
4. Product/Service Knowledge: Comprehensive knowledge of the company’s products or services is crucial for CSRs to answer questions accurately and provide valuable information to customers.
5. Positive Attitude: Maintaining a positive and friendly demeanor is important in customer interactions. A positive attitude can help build rapport and leave a lasting impression on customers.
6. Time Management: CSRs often handle multiple inquiries simultaneously. Effective time management skills enable them to address customer needs promptly without sacrificing service quality.
7. Adaptability: Customer service scenarios can be unpredictable. CSRs need to be adaptable and quick-thinking to handle various situations effectively.
8. Active Listening: Paying close attention to customers’ concerns and feedback helps CSRs understand their needs better and offer appropriate solutions.
9. Conflict Resolution: Conflict may arise in customer interactions. CSRs should be skilled in de-escalating tense situations and finding resolutions that satisfy both the customer and the company’s policies.
10. Technical Proficiency: Many customer service roles involve using computer systems, software, and databases. CSRs should be comfortable navigating these tools to provide efficient service.
11. Multilingual Abilities (Optional): In some regions or industries, having proficiency in multiple languages can be a valuable asset for serving diverse customer bases.
12. Customer Focus: Putting the customer’s needs first and showing a genuine interest in assisting them is a hallmark of a successful CSR.
13. Teamwork: Collaborating with other CSRs and different departments can lead to a better customer experience and more effective problem-solving.
14. Resilience: Dealing with challenging customer situations can be emotionally taxing. Resilience helps CSRs bounce back from difficult interactions and maintain a positive attitude.
15. Sales and Up-selling Skills (in some roles): In certain customer service settings, the ability to identify upselling opportunities and promote additional products or services can be advantageous.
By possessing these skills and qualities, Customer Service Representatives can create a positive impact on customer satisfaction, loyalty, and the overall reputation of the company they represent.
What education and certification are required to become a Customer Service Representative?
Becoming a Customer Service Representative (CSR) typically does not require extensive formal education or specific certifications. Most entry-level CSR positions only require a high school diploma or its equivalent. However, certain skills and qualifications can make you a more competitive candidate and enhance your prospects for career advancement. Here are some educational paths and certifications that can be beneficial for aspiring CSRs:
Education:
- High School Diploma or Equivalent: A high school diploma is the minimum educational requirement for most CSR positions.
- Associate’s Degree (Optional): While not always necessary, having an associate’s degree in fields like Business Administration, Communication, or Customer Service can give you a broader understanding of customer service principles and may provide a competitive advantage in some companies.
- Bachelor’s Degree (Optional): A bachelor’s degree is usually not required for entry-level CSR roles, but it can be advantageous if you are interested in advancing to supervisory or management positions within the customer service department.
Certifications:
Certifications are not mandatory for CSRs, but they can demonstrate your commitment to professional development and enhance your customer service skills. Some relevant certifications include:
- Customer Service Certification (CSC): Offered by various organizations, this certification validates your knowledge of customer service concepts and best practices.
- Professional Customer Service Certification (PCSC): Focuses on essential customer service skills and can boost your resume.
- Call Center Customer Service Representative (CSR) Certification: Some call center-specific certifications are available to showcase your expertise in handling phone-based customer interactions.
- National Retail Federation (NRF) Customer Service Certification: Suitable for CSRs working in the retail industry, this certification covers customer-focused skills and retail-specific knowledge.
- Certified Customer Experience Professional (CCXP): While more advanced, this certification is suitable for individuals aiming to take on leadership roles in customer experience management.
It’s essential to note that while education and certifications can be valuable, hands-on experience and the development of essential customer service skills are equally important for success as a CSR. Focus on building your communication, problem-solving, and empathy skills through practical experience and interaction with customers.
Additionally, many organizations provide on-the-job training and development programs for newly hired CSRs to ensure they are equipped with the necessary skills to provide excellent customer service.
Who can apply to this job?
The employer accepts applications from:
- Canadian citizens and permanent or temporary residents of Canada.
- Other candidates with or without a valid Canadian work permit.
How to apply
What is the work environment like for Customer Service Representative?
The work environment for Customer Service Representatives (CSRs) can vary depending on the industry, company size, and the type of customer service they provide. Here are some common characteristics of the work environment for CSRs:
1. Office Setting: Many CSRs work in office settings, either in call centers or customer service departments within a company. In these environments, they have access to computers, phones, and other tools to assist customers.
2. Virtual/Remote Work: With advancements in technology, virtual or remote customer service roles have become more common. Some CSRs work from home or other remote locations, handling customer inquiries via phone, email, or online chat.
3. High Interaction with Customers: CSRs interact with customers daily, either in person, over the phone, or through online communication channels. This makes communication skills and customer-centricity critical for success in this role.
4. Fast-Paced and Dynamic: The customer service environment is often fast-paced, with a constant flow of customer inquiries, requests, and complaints. CSRs need to handle multiple interactions efficiently.
5. Customer-Facing Technology: CSRs use various customer-facing technologies such as customer relationship management (CRM) software, ticketing systems, and live chat platforms to manage and track customer interactions.
6. Shift Work: Many customer service departments operate 24/7 to provide support to customers across different time zones. As a result, CSRs may work in shifts, including evenings, weekends, and holidays.
7. Team-based or Solo Work: CSRs may work as part of a larger customer service team, collaborating with colleagues and sharing responsibilities. In other cases, they might handle customer inquiries independently.
8. Metrics and Performance Targets: CSRs are often measured and evaluated based on performance metrics such as call resolution time, customer satisfaction ratings, and response times.
9. Training and Development: Companies typically provide training and ongoing development opportunities to ensure CSRs are well-equipped to handle customer inquiries effectively.
10. Dealing with Challenging Situations: CSRs encounter a wide range of customer emotions, including frustration, anger, and confusion. Managing and de-escalating challenging situations is a critical aspect of the job.
11. Multilingual Support (in some cases): In areas with diverse populations or global companies, CSRs may need to provide support in multiple languages.
12. Dress Code: Depending on the industry and company culture, there may be specific dress codes or guidelines for CSRs, especially for those working in face-to-face customer service.
13. Cross-Departmental Interaction: CSRs may collaborate with other departments like sales, technical support, or billing to resolve customer issues that require specialized expertise.
Overall, the work environment for CSRs is centered around delivering excellent customer service and maintaining a positive customer experience. It requires strong communication skills, empathy, adaptability, and the ability to work efficiently in a dynamic and customer-focused setting.