Digital Engagement Specialist
Urban Barn Ltd.
Mississauga, ON
Urban Barn is looking for a Full-time Customer Care – Digital Engagement Specialist to join our New Customer Care team at our Warehouse & Distribution Center in Mississauga, Ontario.

We are Proudly Canadian, with over 50 retail stores across Canada, offering cool, contemporary furniture and home decor. We are all about making our customers and employees feel right at home.

Your role is critical to ensuring Urban Barn's continued commitment to exceptional Customer Service. It includes answering inquiries on customer orders, returns, and providing product information in a courteous and professional manner. This role consistently strives to achieve the highest standard of service with every customer interaction.

Our Customer Care department is open daily and on weekends, so we’re looking for candidates who can work a variety of shifts and be present in our locations during our peak customer times. (i.e. weekdays and weekends).

What You Will Do

  • Assist customers and respond to store reviews using social media websites, online tools including chat, email and phone regarding their Urban Barn experience
  • Monitor and respond to customer feedback and reviews on various sites such as Google, Yelp and Facebook to look for customer comments about their Urban Barn store experience
  • Work with the social team to ensure messaging is consistent with the Urban Barn “voice” and “brand”
  • Respond to customer inquiries with high quality, speed, empathy and accuracy
  • Meet and exceed customer satisfaction expectations with positive, patient and clear communication
  • Complete inbound and outbound communication with customers regarding their furniture, including email and chat
  • Coordinate with delivery companies to ensure quality delivery service
  • Provide store support in correcting any errors or order changes
  • Other customer support and administrative duties as needed
What You Bring

  • Previous Digital Engagement/Social Media experience in a Customer Service or call center environment
  • Proven ability to respond to customers through professional written communication
  • Calm, positive attitude
  • A passion for understanding the customers situation and needs
  • Detail oriented with a proven ability to multi- task
  • Patient and results driven
  • Superior time management skills
  • Strong computer skills, and prior working experience with Microsoft Office Applications
  • Technically savvy - working knowledge of SAP would be considered an asset
Why Join Urban Barn

  • A fun work environment with a Canadian-owned Company
  • You’ll be surrounded by really cool furniture, home décor products and great people
  • We offer competitive salaries, with added incentives and bonuses
  • A very generous employee discount plan
  • Competitive benefits package - full time employees
  • Opportunities to grow your career within the Customer Support & Retail Industry
  • Did we mention you will work in a fun place … some things are worth repeating!