Customer Service Support - Contract
York, ON
Roots is not only a brand, it’s a culture and lifestyle. We look for dynamic individuals who are not only interested in retail and fashion, but who enjoy challenges and share our vision for a safer, cleaner, healthier planet.
In addition to our customers, an intrinsic part of our success has always been the people who work here. Roots is a company in which you can grow and benefit from the great opportunities often available. All members of our team are encouraged to ‘spread their roots’.

The Customer Service Support will report to the Customer Service Manager, you will consistently deliver great customer experiences within a retail environment. You will fulfill the transactional needs of customers, proactively identifying and discussing customer needs and if required referring to an appropriate team member or fulfilling directly where appropriate. You will ensure compliance and adherence to policies and procedure, as well as, assist with the retail operations team through completion of assigned tasks to ensure an effectively and efficiently operating branch.

NOTE: This is a 4 months seasonal/contract position.

To be successful, you’ll need to possess:
  • 2+ years related experience preferably in a call centre, adminstrative and customer service environment.
  • Experience handling cash in a customer service/sales capacity.
  • Adaptable to a fast-pace environment.
  • Willing to work longer hours during peak business seasons.
  • Experience with call centre phone system an asset.
  • Demonstrated flexibility to adapt to a constantly changing environment
  • Ability to multitask and adapt to changing demands and shifting priorities
  • Ability to understand the needs of the customer.
  • Polite, friendly & calming disposition.
  • Excellent communication skills
  • Willingness to work independently and within a team.
  • Self-starter and uses good judgment in difficult or unusual situations.

This is an opportunity to shape our company’s future by:
  • Answer telephone calls and respond to customers' requests (daily average of 100 incoming and/or email inquiries). Assist the team with administrative tasks including, shipping, gift cards, returns, etc...
  • Offer customers personalized service and identify their needs to restore brand satisfaction.
  • Takes appropriate measures in ensuring that an excellent standard of service and a high level of customer satisfaction are maintained.
  • Inform customers on a specific range of our products and services related to their recent purchase, and offer suggestions.
  • Interact with customers, Roots Store Managers and the supply chain team to resolve and communicate issues, changes, delays, product shortages and cancellations.
  • Meets deadlines and responds to customer intake within a designated timeframe.
  • Process cash and clearing transactions, abiding by current policies.
  • Keeps current on products, policies, newsletter and service updates
We’d like to thank everyone who applies, but we can only contact applicants who are most qualified.

Roots Corporation offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices, in compliance with the AODA. Requests for accommodation can be made at any stage of the recruitment process, applicants are asked to make their needs/requirements known.