Operations - Representative Customer Care & Store Support

Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success.

Ready to start fresh? 

• Deliver a compelling customer service experience representing the Voila brand, being respectful to our customers and solving our customers problems  
• De-escalate any continuous situations through understanding, empathy and empowerment  
• Exceptional writing and communication skills   
• Accurately update all incoming and outgoing contacts (all customer contacts are to be documented in Salesforce)   
• Follows the Care Model of > Compassion; Amaze; Reliability and Engage   
• Exceptional skills in working with teams – being collaborative and having a ‘One Team Approach’ mentality  
• Ability to build Loyalty with all customers   
• Comfortable with Training fellow teammates – being a mentor or assist in ongoing or new hire training   
• Support Leadership team as required   
• Strong time management skills   
• Comfortable contacting customers on behalf of other departments and various customer initiatives  
• Keep Leadership team informed of any emerging trends and potential escalations   
• Follow the guidelines outlined in training   
• Adaptable and open to coaching   
• Flexible in working various shifts, including weekends and statutory holiday (Shifts can start as early as 5:30am and finish as late as 12:30am EST  - but business needs can change)  (We are considered a 24 hour, 7 day per week operation – supporting our Fulfillment centre)   
• Technical savvy – able to troubleshoot issues with customers   

Here’s where you’ll have an impact:  

• Excellent communication skills (writing and verbal)  
• Flexible with various shifts (outlined above and may be changed due to call/email/chat arrival patterns)   
• One Team Approach  
• Computer savvy  
• Ability to multi-task   
• Worked with CRM tools like Salesforce   

What you bring to the table: 

• Ability to multi-task and use various programs to support the team, for example:  Salesforce (CRM tool), Kronos, Mailgun, Microsoft programs, Microsoft tools, social media apps (but not limited to)   
• Ability to handle 6-7 per cases hour, at a minimum    
• Must have quiet workspace without any distractions and required to be camera ready for any meetings and training   
• Required to have high speed internet   
• Position only available to work from in Canada   
• Provide a Superior Customer Experience  
• Strong problem solving  
•  Strong attention to detail  
• Ability to collaborate / deescalate with customers

Who we are

Sobeys is one of Canada’s leading grocery retailers, with more than 1,600 stores across all 10 provinces and banners including Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, and Lawtons Drug Stores. Our 128,000 teammates and franchise affiliates are passionate about delivering great food and exceptional experiences to our customers and communities.

Learn more about our story and culture:

Who We Are | Why Work With Us

Total Rewards

We offer a Total Rewards package designed to support teammates at work and in life. Depending on role and eligibility, teammates may receive health and dental benefits, retirement and savings programs including an Employee Share Ownership Plan, a 10% in-store discount at participating banners, virtual healthcare and an Employee and Family Assistance Program, learning and development opportunities, parental leave top-up, and paid vacation.

Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth. To learn more about this opportunity including the expected range of compensation in accordance with Pay Transparency Legislation where required please click the “I’m interested” or "Apply" button above. Individual compensation is determined based on qualifications, experience, and internal equity within the range provided.

Additional Information

External websites may share our organization's job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization.

We may use Artificial Intelligence (AI) tools to support efficiencies in the candidate screening, assessment, and recruitment processes. These AI tools do not make hiring decisions on behalf of the Company. Hiring decisions are made by our Hiring Teams.

Sobeys is committed to creating accessible and inclusive hiring processes. We will work with applicants requesting accommodation at any stage of the recruitment process.

Please note: Successful candidates will be required to provide documentation to prove their legal ability to work in the position during the onboarding process. Documentation will be assessed by the employer prior to commencement of work.