Customer Service Representative – Tool Department
About Us
At Preston Hardware, we are proud to be a trusted destination for quality tools, hardware, and home improvement products. We serve both DIY customers and professional contractors, providing knowledgeable advice, dependable products, and exceptional customer service.
We are committed to creating a positive and supportive workplace where teamwork, respect, reliability, and continuous learning are valued.
About the Role
As a Customer Service Representative – Tool Department, you will be an important part of our customer service team. You will assist customers in finding the right tools and equipment for their projects, provide knowledgeable product recommendations, support sales transactions, and assist with tool repair inquiries.
The ideal candidate is experienced in retail or customer service, has a strong interest in tools and hardware, and is comfortable working in a fast-paced retail environment.
What You Will Do
- Greet customers and provide friendly, professional, and knowledgeable service.
- Assist customers in selecting tools and equipment based on their needs, projects, and budget.
- Answer questions regarding product features, specifications, pricing, availability, proper use, and safety.
- Maintain strong and up-to-date knowledge of tools and equipment available in the department.
- Provide customers with product recommendations and alternative options when appropriate.
- Assist with product sales and customer transactions.
- Keep shelves stocked and ensure merchandise is organized, properly displayed, and clearly priced.
- Maintain a clean, safe, and welcoming sales floor.
- Provide information regarding tool repair services and assist customers with repair requests and status updates.
- Address customer concerns professionally and work toward effective solutions.
- Escalate complex customer issues to management when necessary.
- Work collaboratively with team members and other departments to ensure a seamless customer experience.
- Perform other departmental duties as required.
What You Bring
- High school diploma or equivalent.
- 4–5 years of experience in retail, customer service, hardware, tools, construction, or a related field is a strong asset.
- Previous experience working with tools, hardware, or building materials is preferred.
- Strong customer service, communication, and interpersonal skills.
- Good knowledge of tools and equipment, or a strong willingness to learn.
- Ability to confidently assist customers and make appropriate product recommendations.
- Strong organizational skills and attention to detail.
- Ability to manage multiple tasks and priorities in a fast-paced retail environment.
- Dependable, punctual, and team-oriented.
- A positive attitude and a strong commitment to providing excellent customer service.
Working Conditions
- Full-time retail position.
- Availability to work Monday through Saturday, with one scheduled day off during the week.
- Approximately 42.5 hours per week.
- 8.5-hour shifts.
- Regular interaction with customers, suppliers, and team members in a busy retail environment.
- Ability to stand for extended periods and assist with merchandise throughout the department.
What We Offer
- Competitive salary.
- Paid vacation.
- Benefits package, including dental and vision care.
- Professional development and learning opportunities.
- A supportive and team-oriented work environment.
- Opportunities to expand your knowledge of tools, hardware, and home improvement products.
Position Details
Work Location: Preston Street (Little Italy), Ottawa
Job Type: Full-time, Permanent
Hours: Approximately 42.5 hours per week
Shift Length: 8.5 hours per day
Accessibility and Inclusion
Preston Hardware is committed to providing an inclusive and accessible recruitment process. Accommodations are available upon request throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and Preston Hardware's accessibility policies.
When accommodation is requested, Preston Hardware will work with the applicant to provide or arrange suitable accommodation that considers their individual accessibility needs.
We value diversity and inclusion and welcome applications from all qualified candidates.
Job Types: Full-time, Permanent
Pay: $20.00-$26.00 per hour
Benefits:
Ability to commute/relocate:
- Ottawa, ON K1R 7R4: reliably commute or plan to relocate before starting work (required)
Work Location: In person
