Customer Service Representative (CSR)

Canada’s first commercialized urban farming franchise! Looking to supply the local market with aromatic herbs, crispy kale and world-class leafy greens that are both nutritious and truly local with a focus on food safety. This indoor controlled environment farm is located in Leduc, Alberta and is looking for a dynamic individual to round out the sales team.

We are hiring a Customer Service Representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

CSR Responsibilities

  • Greet clients and visitors with a positive, helpful attitude.
  • Assisting clients in finding their way around the office.
  • Announcing clients as necessary.
  • Helping maintain workplace security by issuing, checking and collecting badges as necessary and maintaining visitor logs.
  • Preparing meeting and training rooms.
  • Answering phones in a professional manner, and routing calls as necessary.
  • Assisting colleagues with administrative tasks.
  • Performing ad-hoc administrative duties.
  • Answering, forwarding, and screening phone calls.
  • Sorting and distributing mail.
  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Place or cancel orders
  • Answer questions about warranties or terms of sale
  • Act as the company gatekeeper
  • Suggest solutions when a product malfunctions
  • Handle product recalls
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Read from scripts
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media

CSR Requirements

  • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • High school diploma or equivalent; college degree preferred

What is your favorite story of a close? When were you able to best talk that customer back? We want to hear your story, write us a cover letter and tell us why YOU are the best person for this position.