Customer Relations Help Desk Associate
Barrie, ON
Req Id: 236769

Simply put, customers, innovation, and success are at the heart of what we do at The Source and why we do it. These three words shape our business decisions and our everyday actions. They are the foundation of our commitment to being a great place to work and becoming the customers’ consumer electronics and communication store of choice! Join us and discover a career that is challenging and rewarding.

Who you’ll work with

At The Source we offer expert training and further opportunities for professional growth and development. We are looking for professionals who are passionate, driven to learn and make a difference in an industry that is continuously changing! Be the leader you’ve always wanted to be—in a fun, fast-paced and competitive industry.

We're all working toward one goal: supporting our Sales team in creating a shopping experience that will keep our customers coming back. Sound like a team you want to be a part of? Our Talent Acquisition Team can't wait to meet you!

The career you want.
As a Customer Relations Help Desk Associate the successful incumbents will be responsible for providing exceptional customer service in a timely and professional manner with the goal of maintaining lifelong customers. The members of this team will be responsible to support the call center team and associates with inbound/outbound, chat, email, ticket, social media contacts made through customer and store escalations. The role also requires compliance with departmental policies and procedures, abilty to provide training and customer support/coaching to associates. The escalations team will also respond,support and track all on line email, ticket , social media, refund, gift card and office of the president escalations.

Be the first level support for the call center of escalated customer inquiries (telephone, chat,email, ticket, social media, refund, gift card and office of the president contacts and escalations) in a timely and courteous fashion; investigate issues and complete follow up with the customer. Resolve customer concerns in accordance with established policies and procedures.
Capture all contacts through the Help Desk and complete necessary recommendations through root cause analysis with the goal of improving the customer experience at all levels of the business.
Ability to provide coaching, training, policy and procedural recommendations through root cause reporting and analysis for call center and store associates to improve future customer experiences.
Liaise with store managers and district staff as required to resolve customer inquiries and concerns; as well as other corporate departments such as eCommerce IT, Fullfillment and Marketing.
Ensuring full understanding and of all established and new departmental guidelines, policies and procedures in addition to ensuring compliance with all.
Support as needed the Customer Care call center phone queues in high peak periods.
Responsible for supporting management team with any ad hoc requirements.
Abilty to be Customer Service focused and be able to understand all dynamic promotions, programs and evolving processess/programs at the store to ensure understanding of our store/customer environment and respond with accurate responses and resolutions.

Skills we’re looking for.

Able to work flexible hours-day, evenings and weekends as exist in call center is a requirement
Strong customer relations skills, professional and courteous telephone manner with ability to deescalate
and handle challenging customer contacts.
Strengths in multi-task, leadership ,interpersonal and time management skills.
Exceptional written and verbal communication skills are essential.
Strength in Microsoft Office products.
Position Type: "Corporate Careers"
Position: Customer Relations Help Desk Associate
Job Location: Canada : Ontario : Barrie
Application Deadline: 06/28/2019

It’s all about you

We're proud to offer a competitive compensation package including an extensive recognition and rewards program, career advancement opportunities, awesome training programs, competitive medical and dental benefits, charity and volunteer opportunities and of course, associate discounts!

The Source celebrates and embraces diversity as part of our Company culture. We strive to be an inclusive, equitable and accessible environment that supports both our internal and external customers, ensuring everyone feels valued and respected.