Customer Service Representative - Part Time
Heart to Home Meals
Toronto, ON
Heart to Home Meals:
Customer Service Representative - Part Time

Role: Customer Service Representative - Part Time
Company: Heart to Home Meals
Region: Toronto Central
Reporting to: Krystal Joseph
Location: 40 St. Regis Crescent, North York, Ontario, M3J 1Y5
Business Hours: Monday to Friday: 8:30am to 5:00pm

Company Overview:
Heart to Home Meals is the leading frozen home meals delivery service for seniors in Ontario. Established in 2016 Heart to Home Meals provide healthy and nutritious meals to thousands of elderly customers who are predominantly over 75 years of age and wish to remain independent in their own homes. We are passionate about the meals we deliver and strive to cater for every dietary requirement our customers may have. We aim to make a real difference to the lives of our customers in helping them maintain their independence, choosing the meals they enjoy that sustain and improve health to keep enjoying life with all the convenience of a meal delivered to their home, easy to prepare and clean.

The Role:
Our Customer Service Representatives (CSR’s) are critical to the growth and success of Heart to Home Meals. CSR's play a crucial and valuable role in supporting the business operations. They are responsible for professionally and courteously taking incoming calls from customers, processing customer payments, resolving customer concerns and inquiries, ensuring that follow-up is completed on all requests, ensuring customer satisfaction and appropriate resolution to complaints and processing various types of paperwork. CSR's take orders via phone or online, enter orders via our IT system and need to understand our operational processes such as delivery rounds, inventory management and most importantly must be able to develop a strong relationship with all of our customers.

CSR's do much more than just taking orders from our customers, they bring our delicious food to life for our customers and are proud advocates of our highly nutritious meals and our ethical business practices. Through their interactions with customers over the phone they act as ambassadors for the Heart to Home Meals values and service standards. Our goal is to be looked upon as a trusted friend and neighbour who becomes a regular part of our customers’ lives. Many customers live alone and the phone calls they receive from Heart to Home Meals are often the only contact they may have in a single day. As such, CSR's are particularly important as many customers become very attached to their “friends” at Heart to Home Meals.

All Heart to Home Meals Customer Service Representatives are famous for being empathetic and helpful to all our customers’. Their passion and enthusiasm brings joy and vitality to each customer they speak to. They strive to develop a valued relationship with each customer by taking an active interest in them as people, not just customers. CSR's take pride in ensuring each customer served is comfortable and provide guidance by helping customers identify the meals that will suit their needs and are most likely to enjoy.

Job Responsibilities:1. Process Customer Orders and Inbound Calls:
Ensure customer calls are being handled professionally, in a friendly manner, with compassion, empathy and kindness
Accurately process customer orders received through telephone or online in a timely manner
Process customer payments: cash, cheque or credit card
Process customer refunds or credits: Researches & validates short shipments prior to processing
Investigate and problem solve customer issues such as out of stocks, delivery shortages or damages, and special deliveries
Act as a link for drivers and customers if any problems arise during a delivery round
Forward issues of concern to supervisor as required

2. Product Knowledge:
Enjoy working as a team member and be passionate about promoting the Heart to Home Meals product range and service proposition
Be knowledgeable about our catalogue content and the range of products offered
Support customers by advising them on how to cook, store and re-order our meals as necessary
Support customers by helping them navigate our website and online ordering platform
Communicate details of new products or promotions to customers

3. Outbound Calls:
Make proactive outbound calls to current or lapsed customers and prospects
Provide feedback to your supervisor regarding new business opportunities that may be identified when speaking to health care professionals or other partners

4. Processing Paperwork:
Prepare the distribution of mailed promotional literature as required
Able to learn our computer systems and various online portals used to support our business operations
Manage the taking of orders, round sequencing and database of prospects, current or lapsed customers
Ensure data is entered accurately
Other tasks as assigned

About You:
Are “people” focused and enjoy engaging with a wide variety of elderly customers
Are passionate about bringing positivity to the lives of every customer you interact with
Take an active interest in each of our customer’s lives and can become a trusted friend
Are a good listener, and will be able to treat every customer as an individual
Have a very clear telephone voice where you can adapt your style to meet the needs of every customer
Work with your office colleagues to personalise the service each customer receives as you learn about and respond to their needs
Our primary goal is to become a trusted friend to all our customers’. You will take an active and genuine interest in making a real difference to their lives
You are dedicated to continuous learning and will embrace all training on our range and customer service standards so you can become a proud ambassador of the Heart to Home Meals brand
You are motivated to learn about the needs of our customers and match the benefits of our range to their individual needs

Skills and Experience:
Completion of High School with basic math skills
Minimum 1 year business experience in customer service or retail service;
Excellent verbal communication skills – can communicate well on telephone and can relate to people at all levels
Ability to work under own initiative, plan own day and manage your own time
Have a flexible approach to work content and a willingness to help with other areas of the business as and when the occasion arises
Able to organize work and work under pressure-and meet required daily deadlines
Proficiency in using MS Office; internet, can navigate online platforms used to support business operations
Strong Data entry skills and accuracy
Can work independently and as part of a team
Problem solving skills
Attention to detail

Number of positions available: 2
Shifts per position can vary based on availability: 1, 2 OR 3 days per week
Afternoon shift: 12 - 5pm
Position is half day to start and may turn into a full day opportunity as the business grows.
Hourly pay: $16/hour