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About the Role
The Customer Service Associate oversees the customer experience at the front of the warehouse, processing returns, managing them against terms and conditions, and assigning items requiring specialist guidance.
Responsibilities
- Oversee day-to-day operations of the Service Desk with client interactions.
- Handle and oversee day-to-day operations of the cash float and credit card accuracy.
- Coordinate with Encore to minimize returns accepted by reviewing all relevant information, goals, and targets.
- Maintain a consistent presence at the service desk and confidently state return eligibility to clients.
- Maintain departmental standards and support the overall Encore team.
- Train and guide new team members on company return policies, procedures, and best practices.
- Ensure schedules are followed, including coverage for breaks.
- Ensure accountability of daily service desk tasks such as return reports and product on hold.
- Track cash and credit card balances daily with high accuracy.
- Ensure all staff adhere to return standards and procedures.
- Participate in generating recommendations to elevate organizational effectiveness.
- Assist with customer service, customer resolution, and front-end activities daily.
- Organize and schedule audits of the Customer Service area.
- Implement best practices for Customer Service operations and logistics.
- Ensure compliance with OHSA regulations and company policies.
- Maintain a safe working environment for all employees.
- Generate and review return reports, cancelled orders reports, and other reports as needed.
Requirements
- Minimum of two years’ experience in a customer service desk or team lead role.
- Excellent interpersonal skills, with an ability to work respectfully with diverse staff, vendors, and customers.
- Demonstrated leadership skills and ability to direct clients on terms and conditions.
- Excellent verbal and written communication skills to handle inquiries and resolve issues professionally and timely.
- Ability to work well under pressure and handle competing priorities in a fast-paced environment with frequent interruptions.
- Ability and willingness to employ a consultative and collaborative approach to addressing issues and making decisions.
- Intermediate computer skills in Microsoft Office Suite.
- Intermediate familiarity with Salesforce is an asset.
- Consistent attendance, reliability, and maturity.
- Ability to meet daily targets.
- Strong communication skills.
- Ability to read and speak English well.
- Great organizational and time management skills.
- Ability to multi-task in a fast-paced environment.
Skills
- Customer service
- Team leadership
- Interpersonal skills
- Communication skills (verbal and written)
- Leadership skills
- Problem-solving
- Time management
- Organizational skills
- Microsoft Office Suite
- Salesforce (familiarity is an asset)
- Cash handling
- Credit card processing
- Data reporting
Location
- Onsite
Work Type
- Permanent full-time
Experience Level
- Minimum of two years’ experience
Salary/Compensations
- $17.95 per hour, with a potential to increase to $19.00 per hour
Benefits
- Enrollment in benefits plan after three months of continuous employment
About the Company
- Encore Auctions is an equal opportunity employer.
Equal Opportunity
- Encore Auctions is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are an individual with a disability and you need accommodation in order to apply for this position, please contact the Human Resources Manager.