Customer Experience Representatives
Rexall
Mississauga, ON
What Is the Prescription For A Great Career?

At Rexall, we are community difference makers. Our hearts skip a beat when we meet talent who sees the bigger picture and wants to make an impact in our communities, our teams, and our business. This means finding even better ways to work, share ideas, and making a material difference in the Rexall journey.

We are leaders in health and wellness and a talent destination for over 7000+ Rexall team members. We are proud to be part of the McKesson family, ranked fifth in the fortune 500. Together, we are defining better health through innovation, service, and living the “ICARE” values. Talk about a dream team!

The road ahead is one of adventure and heart. Are you our next all star?

The Role: Customer Experience Representatives

Reporting to the Manager, Retail Support Services, the Customer Experience Representative is responsible for responding to customer enquiries and requests across multiple channels and proactively working with business partners to resolve any issues in a timely and professional manner.

Primary Responsibilities:
Providing an exceptional customer experience always
Conducting telephonic intake of any customer feedback, complaints or inquiries and taking steps to provide first call resolution
Reviewing electronic correspondence from customers, across several channels, and actively prioritize, resolve & follow up with relevant business partners to ensure timely resolution
Accountable for investigating all customers issues and to work with other business partners to resolve the issues
Keep accurate, detailed and professional records of customer interactions, including details of inquiries, complaints and comments. Escalating any issues that need further investigation to the appropriate department
Complete timely and consistent follow up with customers for all issues
Performing On-Call duties for any Store Repairs & Maintenance emergency calls after hours on a rotating schedule. Prioritize, assign and contact vendors when required.
Answering In-bound calls for Credit Card Registration and process customer Tokenization
Customer follow-up to determine satisfaction levels
Responsible for assisting customers with Credit Card Registrations (Tokenization).
Fulfill reporting requirements related to customer response stats, resolution time and issue details
Monitor social media accounts (Twitter, Facebook and Google reviews) for any Rexall mentions
Other duties as assigned by Rexall Pharmacy Group Ltd.

High School diploma or equivalent
Minimum 2 years of customer service call center experience
Minimum 2 years of dispatching experience
Willing to perform evening & weekend on call work, as assigned
Excellent customer service and phone skills
Background check for Tokenization
Excellent verbal and written communication skills and professional telephone etiquette.
Strong customer service skills and ability to deal with people sensitively, tactfully, and professionally always.
Conscientious with strong attention to detail and follow-up skills.
Demonstrates motivation and ability to serve others and resolve issues.
Exceptional problem solving and investigative skills.
Exceptional conflict resolution, negotiation, and objection handling skills.
Demonstrated organizational skills, ability to multi-task and work well under pressure.
Proficiency in Microsoft Office Suite.
Strong work ethic and positive team attitude

The Rexall DNA:
Ready to make an impact- You are mission-driven and want to make a difference
Builds consensus- Your people-first mindset shows in all that you do
Embraces change- You move fast and change excites you
Drives achievement- You are wired to always exceed your personal best
Overcomes adversity- You see the world as glass half full and embrace a good challenge
Trail blazer- You love creating the path forward and being able to shape the future
Fun- You think laughter is the best medicine and your positive energy is contagious

Side effects may include…

A closely connected culture
Competitive compensation, pension, benefits, personal days, employee discounts, and vacation time
Fully utilizing your talent
Professional growth and development via challenging projects and assignments
Warm and fuzzy feelings knowing you have helped your community, your team, the business and social causes through the Rexall Foundation

Are you all in?

Rexall Pharmacy Group Ltd. is committed to providing an accessible environment for all of our customers, employees, and job applicants. Rexall Pharmacy Group Ltd. will make available to any selected applicants accommodations and/or accessible formats should he/she require. Candidates are encouraged to discuss any accommodation he/she may need in order to allow for the most effective selection process.