Customer Experience Representative
Detalles del trabajo
- Recomendación de trabajo:
- 164610
- Ubicación:
- Richmond, BC
- Flexibilidad de ubicación:
- Remoto
- Categoría:
- Experiencia del cliente
- Tipo de Empleo:
- Tiempo completo
- Estado Laboral:
- Exempt
- Base salarial
- Yearly
- Rango salarial
- $39700.00 - $56400.00 Annually ($19.09 - $27.12 Hourly)
- Marca
- UNFI
Who are we?
United Natural Foods Inc. (UNFI) Canada is the leading distributor of all natural, organic, and specialty foods! We transform the world of food for our associates, customers, and the families we serve everyday! Our mission is simple: to provide healthier food choices to people everywhere. Better Food, Better Future!
As part of our Customer Experience team, you'll help us #MoveFoodForward through administration, data entry, and most importantly, providing exceptional service to our customers! Read on about our CXR opening in British Columbia!
Position: Customer Experience Representative
Job Type: Full Time
Schedule: Monday-Friday 8:30 am – 5:00 pm PST
Language Requirements: English
Location: Richmond, B.C.
Working Conditions: Remote (While considered remote, incumbent will be required to attend in-person meetings when assigned by management)
Expected Compensation: $39,700 - $41,500
Purpose:
The Customer Experience Rep. provides an excellent customer experience and maintains strong professional relationships with internal and external customers. Acts as the primary reference point assisting with multimedia ordering devices and the UNFI Web. Assists customers nationally with order and claims processing, order status, and troubleshooting issues. Participates in sales and other customer communication events. Remains in compliance with established performance metrics that support the desired Customer Experience and assisting in populating data into the Customer Relationship Management (CRM) system. Completes related records, data entry, order processing, reports, and documentation. Aids and assists in the deployment of new tools, system implementation, and upgrades.
Job Responsibilities:
- Assist customers with orders, claims and furnishes information on products.
- Responsible for the entry of customer orders by order deadline that are received by phone, fax, electronically and/or email.
- Responsible for assisting customers in the call queue.
- Responsible for credit card processing, order acknowledgments, and exception management to prevent order errors.
- Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel.
- Assist customers with general UNFI website questions.
- Remain in compliance with established performance metrics that support the optimal UNFI customer experience.
- Provide customers with basic pricing, discounts, billing, and shipping information. Assists with outbound call campaigns provided from Logistics team. Research and resolve problems with orders and claims.
- Populate data and participate in workflow processes within Customer Experience Relationship Management (CRM) or other equivalent system, UNFI business systems and other established department systems.
- Support department leadership with dashboard statistics.
- Completes related records, reports and documentation as assigned.
- Work as assigned on customer surveys, sales for performance incentives (Spifs) and other call campaigns.
- Resolve questions, requests and problems promptly and courteously utilizing the company CRM or other equivalent system for issue tracking and resolution reporting.
- Keep management informed of area activities and of any significant problems.
- Perform other job duties as required.
Job Requirements:
Education/Certification:
- High School Diploma
Experience:
- 2 - 3 years previous Call Center experience or other related business experience
- Experience working in a Customer Service/Support role required
Knowledge:
- Willingness to acquire knowledge of company products, sales policies, and procedures
Skills & Abilities:
- Excellent communications skills, both verbal and written
- Maintains a sense of professionalism and integrity
- Able to work in a fast paced environment
- Able to work independently as well as part of a team
- Pleasant phone manner
- Flexible with the ability to adjust to change
- Attention to detail
- Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner
- Ability to type 45 wpm+
- Baseline ability to 10-key by touch (industry standard minimum key strokes requirement)
Reasons to apply to UNFI Canada:
- Compensation includes a base salary
- Health & Dental Benefits offered on your 1st day!
- Work from home!
- Paid vacation and sick days!
- Registered Retirement Savings Plan (RRSP) with employer-matching contributions offered after 6 months of service!
- Employee discount on natural and organic foods!
- Friendly and helpful team!
- And last, but not least: our culture and our values: we believe in providing better food choices to consumers everywhere. Join us on our mission to provide healthier, organic food choices. #BetterforAll #DeliverTogether
Our Commitment:
UNFI believes in a diverse and accommodating workplace. UNFI encourages and promotes applications from all qualified individuals, regardless of gender, age, race, ethnicity, disability or otherwise. UNFI is committed to providing full accommodation for persons with disabilities in all active processes and procedures including but not limited to the recruitment process. To request any accommodation you may require to participate in the recruitment process (including alternative formats of materials or accessible meeting rooms), please contact the main recruiting contact for the position or Human Resources to discuss your specific needs.
- Empresa:
- UNFI Canada Inc.
Indemnización laboral:
UNFI prevé pagar el salario mencionado (o dentro del rango salarial mencionado) para este puesto. El salario real, según corresponda, dependerá de ciertos factores; incluidos, entre otros, educación, experiencia laboral, formación y cualesquier requisitos previstos en los convenios laborales colectivos aplicables. UNFI está comprometida con la transparencia salarial, en virtud de la legislación estatal y local aplicable.
Beneficios:
En el caso de los puestos en Washington (o los puestos en los que se trabaje remotamente desde Washington), haga clic AQUÍ para conocer los detalles sobre el pago de licencias laborales específicas para Washington.
Los candidatos contratados para este puesto también serán elegibles para participar en los siguientes programas de beneficios: licencias pagadas; licencias por enfermedad; pago de vacaciones y licencia por maternidad/paternidad; Programa 401K; póliza con cobertura médica, odontológica, oftalmológica y seguro de vida, accidentes, muerte y pérdida de miembros; programa de seguro a corto y largo plazo por discapacidad; cuenta con gastos flexibles, cuenta de ahorro sanitario o ambas; sujeto al cumplimiento de los requisitos de elegibilidad y los términos y condiciones de dichos programas, y sujeto a cualquier requisito previsto en los convenios laborales colectivos aplicables.
Solamente puestos de Ventas: en el caso de los puestos de ventas con base en comisiones, el rango mencionado representa un estimado de la compensación potencial por comisiones durante el primer año de un asociado; pero UNFI ofrece un mínimo de $680 a la semana para el periodo inicial. Después del periodo inicial, por tratarse de un puesto basado totalmente en comisiones, no hay un salario fijo. Los planes de comisiones de UNFI no tienen tope y las ganancias promedio dependen del territorio y de las ventas logradas, entre otros factores.
Las políticas de UNFI referentes a la compensación, los beneficios y las licencias pagadas están sujetas a cambios por decisión exclusiva de la compañía y acorde a la legislación aplicable. El aviso de empleo disponible no debe interpretarse como una oferta de empleo con ciertos términos, así como tampoco debe interpretarse como un mínimo garantizado.
Las solicitudes calificadas con antecedentes de arresto o condena se considerarán para empleo de acuerdo con la Ordenanza de Oportunidades Justas del Condado de Los Ángeles y la Ley de California Fair Chance Act.
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