Customer Service Agent

This is a part-time, temporary role with a contract end date of Jan 8, 2027. 

This role will follow a fully remote schedule after training has been completed at our Ottawa, ON Home Office. Applicants for this role can expect to work from home on an alternating weekly rotation schedule that includes working hours starting at 7:00am, working hours ending at 9:00pm and weekends and holidays.

What You'll Be Doing:

• Respond to customer and store inquiries via telephone, email, live chat, text and social media channels. Provide timely and effective solutions in response to inquiries and issues.

• Provide excellent customer service and address needs of customers and stores in a timely and effective manner meeting SLAs. ex. "sundown rule" responses to stores

• Provide clear and precise documentation for stores to advise customers (Correction Notices)

• Accurately and efficiently provide notices to stores advising them of any non-food and Health & Safety Recalls. Recall & Customer notice must be both English and French

• Actively contribute ideas that will enhance the customer service experience. Drawing from BHD inquiry experiences, contribute to Merch Ops process improvement by periodically providing analysis and recommendations on issues & opportunities regarding Stores

• Provide Stores with information and details regarding potential issues or upcoming issues that could affect their business. (Store Communications)

• Manage work flow on the front end, manage customer/store flow, and report performance and policy issues to the Customer Service Supervisor

What You'll Bring:

• Bilingualism (English and French) is a requirement as this role will be in regular contact with our customers, stores and store leadership in Quebec.

• Minimum of 2 years of retail and/or customer service experience is required;

• Ability to work under pressure and in a very fast-paced environment.

• Knowledge of social media and best practices.

• Strong communication skills are required, as well as attention to detail and creative problem solving.

• Strong demonstrated organizational and time management skills.

• Systems experience with AS400 (JDA) and Freshdesk

• Basic computer skills and ability to use computer programs such as Microsoft Word, Excel, and Outlook

• Ability to work a flexible schedule including nights, weekends, and holidays as needed.

Assets You May Have

• Post-secondary education

#LI-HYBRID