Customer Support Representative, Level 1 Bilingual
April 9 2025
Industries
Retail
Categories Customer service,
Remote
Anywhere - Ontario • Full time
Welcome Home!
We're more than Canada's largest independent hardware and building supplies retailer—we're part of communities across the nation.
Driving Customer Excellence at Home
As the Customer Support Representative - Level 1 Bilingual, you will be responsible to provide a single point of contact for customers and Dealers contacting Home Hardware Stores Limited Dealer Support Centre for both online shopping support and store experience support. Led by the Supervisor, Customer Support, this position will best suit a strong communicator with a demonstrated passion for customer service.
Ready to make an impact? Here's how:
- Communicate through phone, email, and chat to solve customer and Dealer inquiries to find best possible solutions. Help customers navigate Home Hardware's website and place orders online.
- Provide knowledgeable answers to questions about products, order status, pricing, and availability.
- Become an eCommerce expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
- Provide support to Dealers for eCommerce back-end systems and order processing. Process and handle payment inquiries from customers and Dealers.
- Demonstrate conflict resolution and interpersonal skills.
- Report online issues to ensure constant improvement to the Home Hardware website or other systems or processes.
- Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction according to specified departmental service level targets.
- Respond to complex customer inquiries in a highly informed, accurate and responsible manner and in accordance with resources provided.
- Provide feedback and reporting of the overall customer experience and provide opportunities for customer experience enhancements.
- Participate in meetings to present trends that are uncovered while making actionable suggestions for improvement.
- Use customer feedback and data to translate, create and maintain business objectives.
We're looking for:
- Demonstrated passion for customer satisfaction excellence and prior experience in an interactive customer service environment.
- Excellent communication skills with fluency in both English and French.
- Strong interpersonal problem-solving, organization, negotiation, and mediation skills.
- Experience with eCommerce and social media in the marketing/corporate environment is beneficial. Demonstrated analysis and reporting skills.
- Demonstrated computer skills, including Microsoft Office-Excel, Word, Access, reporting software and/or other software/database skills.
- The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.
How we'll make you feel at Home
Our Team Members enjoy life at Home with our strong culture of support and inclusion, excellent benefits, and a team that always has your back. You will receive:
- Competitive earnings opportunity.
- Annual Incentive/Bonus Program.
- Comprehensive Benefits Program including:
- Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
- Defined Contribution Pension Plan with Company Match, and choice of contribution level.
- Group RRSP.
- Discounts from our corporate retail stores.
- Home & Auto Insurance discounts.
- Competitive vacation time.
- Personal and sick time.
- Employee Discount Program through Venngo WorkPerks.
Bring your unique skills, thrive with interesting and challenging work, and experience what it's like at Home. Apply today - this is a great opportunity to join a proudly Canadian company that is 100% ready to help you build your future.
Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.
Canadians call us Home Hardware. We call it Home.
#HP
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