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Job summary

The Web Guest Service Representative manages customer communications via email, phone, and chat while processing online orders and returns. They also provide administrative support to the Web Operations department and assist with order tracking and courier claims.

Job details

Why Homes Alive Pets? This isn't your average pet store. You'll feel it when you walk through our door. It's more than beautifully-designed locations and friendly staff – it's a belief in a higher standard for pet care. Our stores are community hubs – somewhere to come and share an experience with your pet. You'll immediately notice a refreshing shopping experience at Homes Alive because we take a brand-agnostic, knowledge-over-upselling approach. Rather than pushing a certain product or feeling pressured to meet sales quotas, our team's attention is solely focused on getting to know you and your pet and empowering you to make confident decisions. Our mission is to add value to every life. When we say every life, we include guests and their pets. Employees and co-workers. Brand reps and vendors. Even our communities. There is life all around us, and it is our mission to add value qualitatively and quantitatively. In the qualitative sense, it is our mission to elevate every life as important and worthwhile. In the quantitative sense, and in the context of our business, it is also our mission to add value, discounts, and a fair balance of price and quality for our guests. This is how we will make a positive impact in our communities and world. Job Title Web Guest Service Representative Direct Report Web Store Manager Department Web Operations Location 5611 104 St NW, Edmonton, AB T6H 2K1 Summary The Web Guest Service Representative is responsible for providing optimal customer service by ensuring that all online orders are processed in an exceptionally organized and timely manner, and to meet any customer queries, comments, or complaints over the phone, email, or website chat function. It is the responsibility of the Web Guest Service Representative to ensure the needs of customers are met with the highest quality of experience. To achieve success as a Web Guest Service Representative, you should possess experience and knowledge in customer service and be efficient in managing tasks in a timely manner. Qualifications 1-2 years of experience in grocery or retail. Experience in website management is an asset. Core Competencies Attention to detail. Ability to complete projects while being attentive to the smallest details. Strong communication. High competency in both written and verbal communication. Resilience. Ability to remain calm and navigate through high stress situations. Behaviour & Skills Positive and hardworking attitude. Excellent time management & attention to detail. Excellent teamwork & collaborative abilities. Confident & articulate communication. Trustworthy & positive attitude. Ability to type 50 wpm. Job Responsibilities Manage communications with customers via email, phone calls, and website chat functions, including questions, comments, and complaints. Provide quick and effective communication with customers regarding online returns and exchanges. Provide administrative support to the Web Operations department. Any other reasonable tasks as assigned by the Web Operations Manager. A Day in the Life of a Web Guest Service Representative The job of a Web Guest Service Representative is always dynamic. On a typical workday, you will do a variety of different tasks, including (1) fielding phone calls, emails, and live chats from online guests; (2) communicating with the stores and assist in any questions that may arise with online and curbside orders; (3) contacting guests with order and tracking information; (4) assisting in assigning online orders to the various stores; (5) creating work orders in the POS system for any back-ordered items; (6) processing and refunding all online returns; (7) reviewing product reviews and posting them to the website; (8) contacting and filing claims with courier companies; and (9) handing other tasks that arise throughout the day. You’ll never be bored, that’s for sure! Schedule Part Time; Evenings from 4:00 PM to 8:00 PM, Monday to Friday. Evening hours may be subject to change based on operational need. Hours chosen at the discretion of the Web Order Manager. Position is temporary until February 15, with potential to change into a permanent-part time position. Compensation $19-22/hr. Wage commensurate with experience. #INDLP

What you’ll do

The Web Guest Service Representative manages customer communications via email, phone, and chat while processing online orders and returns. They also provide administrative support to the Web Operations department and assist with order tracking and courier claims.

Requirements

Candidates must have 1-2 years of experience in grocery or retail and the ability to type at least 50 words per minute. Strong communication skills, attention to detail, and the ability to remain calm in high-stress situations are required.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Collaboration · Preferred
• Administrative Support · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication
• Time management
• Attention to detail
• Typing
• Problem solving
• Administrative support
• Teamwork
• Collaboration
• Resilience
• Order processing
• Conflict resolution
• Administrative Support
• Merchandise Returns
• Petcare
• Effective Communication
• Issuing Refunds
• Positivity
• Merchandise Exchanges
• Customer Service
• Sales
• Operations Management
• Operations
• Telephone Skills
• Time Management
• Upselling
• Verbal Communication Skills
• Website Management
• Filing
• Trustworthiness
• Detail Oriented

Job areas

• Customer Service & Support
• Retail
• Administrative
• Guest Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives