We want you to join our team!Youre a go-getter with a passion for innovation and finding better ways to do things. Roadblocks dont slow you down they spark your curiosity and drive you to make things better.You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If youre ready to make the move to a company where you can grow, learn, and thrive, know theres a place for you here at Book Depot. Were a Canadas Best Managed company with an award-winning culture and were the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, were constantly pushing the limits of whats possible all to fulfill our purpose and deliver the best experience to our customers.WE NOT ME we understand that success is fleeting if we dont put others firstKICK SOME MOON DUST we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS we know that life is too short to work with, or do business with, those that think and act like donkeys.Come join our team and help us make the best kind of impact! To learn more about Book Depot, please visit our website at:have two (2) exciting opportunities available for permanent full-time Customer Service Representatives at our Thorold Main Office and Distribution Centre. We're seeking talented individuals to be the voice of our Book Outlet and/or Book Depot brands and champions for our customers. In this role, you'll transform customer interactions into positive experiences while maintaining our high standards of service excellence. Your strong writing abilities, problem-solving skills, and customer-centric approach will help build lasting relationships with our customers across multiple communication channels.We are seeking two (2) permanent full-time positions (40 hours/week):FT Permanent: Monday Friday with occasional holiday coverage (in-office)FT Permanent: Wednesday Sunday (hybrid: (in office Wed-Fri, home Sat-Sun)Who are we looking for:A skilled communicator who can adapt writing style to match our brand voiceA creative problem-solver who thinks outside the box to find effective solutionsA customer champion with genuine empathy and desire to help othersA detail-oriented professional who can maintain accuracy while multitaskingA team player who brings positive energy and collaborative spiritSomeone who stays calm and composed in fast-paced situationsA self-starter who takes initiative and drives continuous improvementAn individual who isn't afraid to learn new systems both automated and manualAn adopter of AI someone who is eager to use AI tools available to create efficienciesWhat will you do:Create Exceptional Customer ExperiencesEngage with customers across multiple channels (phone, email, chat, social media, ticket system)Write clear, brand-aligned responses to customer inquiriesTransform challenging situations into positive outcomesProcess orders, returns, and refunds efficientlyGenerate positive customer reviews through outstanding serviceInteract with third-party customers and partners for policy and service-related issuesDrive Customer SuccessAnalyze and resolve complex customer inquiriesIdentify and report trends in customer feedbackContribute to achieving department NPS goalsMeet or exceed response time and resolution targetsMaintain high customer satisfaction scoresStrategize and report improvement opportunities for website and CRM platformsContribute to Team ExcellenceCollaborate with team members to share knowledgeParticipating in continuous improvement initiativesNavigate multiple CRM platforms and systemsDocument customer interactions thoroughlySupport department KPIs and quality standardsParticipate in interdepartmental cross-trainingEngage in professional development through company training programsProvide peer mentorship and constructive feedbackKey Performance Indicators & Metrics We MeasureResponse time standards for:EmailChatSocial media direct messagesGoogle reviewsPhone queue management metricsResolution MetricsFirst contact resolution rateAverage resolution timeNumber of interactions per customerCustomer Satisfaction MetricsNet Promoter Score (NPS) targetsCustomer satisfaction scores (CSAT)Positive review generationProductivity MetricsNumber of tickets/emails/chats handledTalk time managementGoals set vs. completed ratioPeople and Culture:Model Book Depots values in all that you do and hold others accountable in maintaining the integrity of themFoster Book Depots purpose-driven culture to get more books into more hands by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively empower the learning and professional growth of your team through encouraging your teams participation in Book Depot University (BDU), and also being a participantProvide mentorship and meaningful feedback to your teamThe experience and education were looking for:Post-secondary education in Communications, English, or related field (or equivalent work experience)Previous experience in e-commerce or retail customer serviceAdditional language capabilitiesExperience with specific CRM platforms and Microsoft Office SuiteDemonstrated ability to learn new technology quicklyStrong typing speed and accuracyStrong ability to adapt tone and voice across different brandsExcellent writing, editing, and proofreading skills.Experience working in a fast-paced, KPI-driven environmentWorking Environment:Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvementOther considerations:Our permanent full-time roles come with great perks including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all.If you are contacted for a job opportunity, please advise us of any accommodations necessary.
Job Title
Customer Service Representative