Seasonal Customer Experience Representative

Canvaspop is a venture-backed B2C e-commerce company focused on delivering personalized wall art and home decor products. Winner of Startup Canada’s Global Entrepreneurship Award. With over 300,000 happy customers around the globe, we’re looking to grow and innovate the personalized art market using technology and mass customization.

We are currently looking for a Seasonal Customer Experience Representative. This job is remote and entirely performed online. This role requires a computer, headset with microphone, and reliable internet. 

Our company is dedicated to building a world class and highly respected customer experience team. Our customers are our #1 priority. From visiting our website to the moment they unwrap their custom artwork, we want to ensure every customer has the best experience. We want to hire great people who can share that vision. Our employees enjoy a welcoming, friendly and collaborative work environment where everyone can show up as they are to do their best work. 

Job Title: Seasonal Customer Experience Representative (Remote)                               

Department: Customer Service

Schedule: Part-time hours with the opportunity for more shifts to meet business needs; some weekend shifts required. 

Reports to: Customer Experience Supervisor

Hourly Rate: $19.70 CAD

Job Summary:  Responsible for supporting a world class customer experience program that focuses on superior communications skills and unparalleled innovative solutions. The Customer Experience Representative interacts with customers to provide and process information in response to inquiries, concerns and requests. They are also responsible for participating in all assigned training, and meeting personal goals. The CER understands their role as brand ambassador and provides positive brand experiences to all customers.
 

Primary Duties and Responsibilities:

• Manage customer requests/inquiries either by telephone, online chat or email
• Process all orders including but not limited to: phone orders, e-mail inquiries and chat orders
• Resolve customer inquiries in an effective and efficient manner
• Manage custom art projects by effectively communicating and acting as a liaison between the client and the design team
• Manage customers' accounts including records of customers’ interactions and transactions
• Record and track details of inquiries, comments and complaints
• Provide consistent exceptional customer service and problem solving by responding to all inbound calls/chats/emails
• Assist customers with new and existing accounts, website navigation, account billing, and shipping issues
• Continually striving to learn about the product and service changes and industry trends
• Be an active listener that can show empathy and patience in a non-scripted environment
• Ability to easily and effectively upsell or cross sell when applicable
• Perform other duties when required

Competencies and core traits: 

• 2+ years in the customer service industry, specifically with either inbound or outbound customer satisfaction / sales experience
• Knowledge of customer service principles and practices
• Strong customer service and troubleshooting skills
• Exceptional conflict resolution, negotiation, multi-tasking and objection handling skills, and attention to detail 
• Highly flexible with solid interpersonal skills that allows one to work effectively in a diverse working environment
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Strong work ethics and positive team attitude
   

Hope You Have

• Experience with help desk/customer ticket tracking software (e.g. Zendesk)
• Experience with Photoshop for reviewing images