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About the Role
Staples' strategic partnership with ServiceOntario offers essential government services in-store, enhancing customer experience. The Customer Support Specialist, employed by Staples, works with ServiceOntario systems to provide comprehensive service solutions, solve problems, and ensure customer needs are met.
Responsibilities
- Provide knowledgeable, consistent, and respectful service to all customers.
- Clearly communicate service details, fees, and eligibility, and de-escalate concerns with empathy, involving leadership when needed.
- Refer and warm-transfer customers to other departments or stakeholders and promote store-wide offerings.
- Maintain brand standards and perform merchandising tasks in the ServiceOntario lobby and offer promotional coupons when applicable.
- Complete Ground Control activities to ensure lobby readiness and customer satisfaction.
- Share knowledge and support team members through peer learning and training of new associates.
- Participate in store huddles, meetings, and complete all required training (including ServiceOntario modules).
- Adhere to all health & safety, asset protection, privacy, and policy protocols.
- Ensure customer data is handled securely and in compliance with privacy standards.
Requirements
- 1-2 years of prior customer service experience is required.
- Ability to communicate with customers effectively using a variety of mediums.
- Ability to plan, organize and prioritize to effectively serve our customers in a fast-paced environment.
- Ability to work effectively with ongoing distractions is necessary.
- Attention to detail to ensure data and transaction accuracy.
- Proficiency with software such as Microsoft Office, database programs and the Internet to access and retrieve information, to prepare correspondence and reports and to conduct research.
- Backcheck will be required.
- Must be a minimum of 18 years of age at the time of hire.
- Requires regular computer use for extended periods throughout the work day.
Skills
- Bilingualism English/French is preferred/considered an asset.
Location
- Retail store environment
Work Type
- Full-time
- Evenings
- Saturdays
Experience Level
- 1-2 years of customer service experience
Benefits
- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bonuses
- Learning & Development programs
About the Company
- Staples’ strategic partnership with ServiceOntario brings the convenience of essential government services to our store locations.
- This collaboration streamlines and enhances our customer experience by providing a range of ServiceOntario services.
- Customers can access a variety of government-related transactions and documents, from driver's license renewals to health card applications, all within the familiar environment of their local Staples store.
Equal Opportunity
- We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.