We are searching for a Customer Service Representative who will be the first point of contact for customers requiring assistance with our retail outlets, as well as providing assistance to our online Customer Service Team when necessary. This exciting opportunity will allow you to assist customers by clarifying product features and benefits along with providing resolutions for concerns and queries. The successful candidate will have the ability to deal tactfully and professionally with customers and store management teams in a fast-paced environment. What You’ll Do Communicate directly with Sportchek and Pro Hockey Life customers via phone or email to identify and resolve a wide variety of issues and inquiries regarding product availability, order fulfillment, changing orders, programs, pricing, and policies Handle a high volume of inbound calls and emails Manage issues to their resolution – research and resolve problems while communicating directly with customers, the marketing team, the purchasing team, and the physical store customer service agents Track all customer calls and emails in the customer service database Manage an environment of change and ambiguity, supporting a bold retail strategy in a rapidly evolving retail environment Take initiative to build, launch and manage projects/programs that drive results for our customers Use product and policy knowledge along with creative thinking to provide customers with alternative solutions and perform dispute resolution Collaborate with team members and utilize influencing skills to build relationships across various stakeholder groups to move initiatives forward What You Bring High School Diploma or equivalent, education in a related field would be considered an asset 1-3 years of direct customer service experience is required Excellent written and verbal communication skills with the ability to resolve customer disputes in a service-oriented manner Previous in-store retail experience, customer service or call center experience is required Experience with Word, Excel, Outlook, and customer service or inventory management databases is required The ability to think outside of the box to develop win-win strategies and resolutions for customers Must be able to work evenings and weekends when required #LI-AG2 About Us At Sport Chek, we want to find what moves you, and help build your career from there. As Canada’s destination for footwear, apparel, and sporting goods; we believe that sport and activity has the power to help shape your style, your relationships, and your mind. Along with colleagues across the Canadian Tire family of companies, you’ll be a part of a collaborative network of like-minded individuals who draw on their collective experience to best serve customers across all banners from coast-to-coast. Join us, where there's a place for you here. Our Commitment to Diversity, Inclusion and Belonging We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better. Accommodations We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs. We are one of Canada’s most admired and trusted companies. With world-class owned brands and exciting market-leading merchandising strategies, we are continually innovating with purpose: to excite and serve Canadian customers from coast-to-coast. We are connected to communities, big and small, from coast-to-coast, offering products and services that reflect the diverse nature of every one of them. From sports to outdoors, automobiles to homes, we know and understand life in Canada like no other retailer can. We are always on the lookout for curious, creative people who are able to navigate and excel in a rapidly evolving retail environment. If you’re ready to take on new challenges – be it in digital, IT, marketing, data & analytics, merchandising, or one of the many other roles we have – there is a place for you here, so apply today.
