Customer Service Representative

Customer Service Representative, E-Commerce 

At Roots, 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.

Roots is not only a brand, it’s a culture and lifestyle. In addition to our customers, an intrinsic part of our success has always been the people who work here. Our clients and customers need to have confidence that our managers and associates at all levels of the organization have the knowledge, skills and competencies to excel. Our company depends on systems and processes that support the continued learning and development of our people. 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’. 

Nature & Scope:

Reporting 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.

Key accountabilities and responsibilities include the following

• 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
• Answer telephone calls and respond to customers' requests (daily average of 100 incoming and or email inquiries)
• 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.

Demonstrated Interpersonal Skills

• 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.

Qualifications and Experience Required

• 5+ years related experience preferably in a call centre and customer service environment.
• Experience handling cash in a customer service/sales capacity.
• Adaptable to a fast-pace environment.
• Bilingual in English & French an asset.
• Willing to work long hours during peak business seasons.
• Experience with call centre phone system an asset.

Working Conditions

• Office environment
• Overtime when required