Job Title

Customer Care Representative - TALENT COMMUNITY Join to apply for the Customer Care Representative - TALENT COMMUNITY role at Pet Valu . Note: This is not an open job. Submitting an application allows your profile and resume to be reviewed by a Pet Valu recruiter when a role becomes available at this location. To increase your chances, also apply directly to any currently open positions of interest. Job Summary Reporting to the Manager of Customer Care, the Customer Care Representative will support Pet Valus Devoted Pet Lovers (customers), ACEs (store associates), and internal partners by responding to inquiries, compliments, and complaints via multiple communication channels such as phone calls, emails, and social media. The role requires excellent communication skills and the ability to provide feedback to leadership for continuous improvement in customer service processes, policies, and standards to foster loyalty and exceed expectations. Essential Duties and Responsibilities Safety: Operate in a way that builds trust with customers, pets, and ACEs. Maintain a safe and respectful environment. Keep confidential information secure. Protect the brand. Escalate roadblocks that hinder exceptional service. Achieve or exceed service level metrics. Compassion: Communicate with genuine care and courtesy. Handle concerns to ensure customer satisfaction. Show empathy for pet loss, injury, or illness. Share ACE accolades. Participate in team activities and meetings. Expertise: Stay updated through ongoing learning modules. Maintain knowledge base on policies, procedures, and tools. Efficiency: Use resources responsibly. Achieve department SLAs. Learn and utilize Pet Valus Ticketing and Live Chat systems. Follow standardized responses where applicable. Be punctual for shifts that include days, evenings, and weekends across Canada. Collaborate with other departments. Participate in performance and career development discussions. Competencies Customer Focus: Dedicate to meeting customer expectations, build trust, and establish effective relationships. Listening: Practice attentive listening, patience, and accurate restatement of opinions. Problem Solving: Use logical methods to find effective solutions, probe for answers, and analyze issues thoroughly. Communication: Communicate clearly and effectively in various settings. Composure: Remain calm under pressure, handle stress well, and be a stabilizing influence in crises. Approachability: Be friendly, approachable, and build rapport easily. Be sensitive and patient with others. Qualifications and Educational Requirements High School diploma required; University or College degree is an asset. Customer support experience required; eCommerce and Live Chat experience are assets. Retail experience and professional social media usage are assets. Preferred Skills Team player with ability to work across departments. Friendly, professional, and quick to develop rapport. Strong organizational skills and attention to detail. French language skills are an asset. Flexible to work evenings, weekends, and holidays. Key Interfaces Customers/Consumers Store associates Internal department administrators Additional Details Seniority level: Entry level Employment type: Full-time Industry: Retail #J-18808-Ljbffr