What You'll Do:
As our Bilingual Customer Care Representative with Golf Town, you will be our valued customers' first point of contact. Drawing on your golfing and retail knowledge, you will answer questions, handle complaints, and troubleshoot issues with our products and services from our 47 national Golf Town stores, ensuring a seamless and positive experience for everyone.
Working with the broader customer service team and reporting to our Customer Service Manager, you will deliver outstanding customer service in French and English in line with Golf Town and the wider Sporting Life Group Mission Statement, maintaining a positive attitude in all interactions with customers, co-workers, and vendors.
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Efficiently manage a high volume of inbound calls and emails.
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Following phone, email, chat, and other communication scripts.
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Identifying customer needs regarding online orders and in-store experiences, providing effective solutions.
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Maintaining detailed records of all customer interactions in our database.
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Achieving help desk Key Performance Indicators (KPIs) that measure productivity.
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Resolving issues causing delays in customer orders, such as incorrect addresses.
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Following up with third-party logistics providers on delivery issues.
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Communicate with internal teams in merchandising, shipping, and accounting areas as needed.
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Review and update specific logs and reports as directed by the Customer Service Manager.
What You’ll Bring;
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Retail and/or call center experience.
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Availability between the hours of 7 a.m. to 8 p.m. EST and during the weekends.
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Excellent written and verbal communication skills along with active listening in both French and English.
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Customer service driven who enjoys working within in a team environment.
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Highly organized and able to manage multiple cases using different modes of communication with the ability to multi-task, set priorities and manage time effectively.
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Tech savvy – the ability to adapt to changing systems for a call center environment, including the use of Microsoft Suite, Dynamics 365, and Order Dynamics.
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Working knowledge of golf products, equipment, and brand.
What We’ll Give You;
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Play a significant role in our mighty team, which shares a passion for the game of golf.
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Work in a supportive team environment where your contributions are valued & recognized, collaborating with and learning from industry experts in a hybrid environment.
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Competitive compensation with opportunities for professional development and career growth at Golf Town.
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An unmatched benefits package, with comprehensive health, dental, and vision coverage and access to our amazing discounts at Golf Town, Sporting Life, and Team Town Sports, which can be shared with friends and family.
#GT123
Who We Are;
Golf Town has grown to become the Home of Golf in Canada. Our online web business and stores across Canada have everything customers need to play their very best.
The Golf Town stores are sanctuaries where golf devotees come to try, buy, learn about and improve their golf game. Our big box stores which average 18,000 square feet allow us to carry an unprecedented selection of all the top brand names in golf. Whatever customers are looking for – from clubs, bags and balls, to footwear, apparel, accessories and gifts - we're a veritable golfer's paradise.
Golf Town is a member of the Sporting Life Group, a Fairfax Financial Holdings Limited company, and is a leading Canadian sports lifestyle retail organization comprising iconic banners, Golf Town, Sporting Life and Team Town. Operating from coast to coast, both Golf Town, Sporting Life and Team Town’s fleet of stores inspire Canadians to get outside and live an active lifestyle, whether it’s playing some of Canada’s top golf courses, running through community trails, experiencing the exhilarating feeling of the hills, or any sports activity in between fit for the individual or whole family.
Golf Town is an equal opportunity employer committed to providing accommodations for people with disabilities. In accordance with applicable laws, please advise a representative of the Human Resources team of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.
