Senior Customer Service Representative

Full-time @Ontario Cannabis Store in Government
  • Post Date : September 14, 2022
  • Apply Before : September 21, 2022
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Job Detail

  • Job ID 16878

Job Description

About Us

The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the provincial online store for recreational cannabis in Ontario and are the exclusive provincial wholesaler to authorized private retail stores.

Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry.  We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences.  We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.

About the Role
We are recruiting for a Senior Customer Service Representative (Senior CSR) on our Omni Channel Customer Service team. The Senior CSR is responsible for ensuring a proactive and elevated delivery of service to wholesale customers in a call center environment. The Senior CSR provides expert advice to customers while handling all complex or escalated queries in a confident and professional manner.

In this role, you will leverage your customer service experience to onboard newly licensed cannabis retailers to the OCS B2B portal. You will work cross-functionally with multiple internal business partners (including legal, finance, supply chain and information technology) to ensure success at each step of the customer journey.

About Your Day

  • Manage account needs on an individual and consistent basis
  • Respond to incoming escalated telephone, email and online live chat inquiries in a professional and engaging manner
  • Support CSRs with complex customer transactional ordering and fulfilment processes
  • Assist Account Managers with onboarding new customers, ensuring a high standard of customer care
  • Quickly resolve customer concerns by liaising with OCS internal business partners to provide solutions
  • Onboard new private retailers in accordance with company policy and government regulations
  • Directly work with new retail customers to ensure success at each stage of onboarding and setup
  • Review and provide guidance and solutions for all complex concerns or trends escalated by the CSR team
  • Provide and track feedback from customers to appropriate internal teams for consideration
  • Monitor OMNI Channel orders, ensuring orders are tracking for on-time and accurate processing/delivery
  • Proactively investigate orders that are on-hold or appear to have a discrepancy, or require a return, liaising with supply chain or fraud teams as needed
  • Resolve order challenges (ex. Address errors or typos) and escalate complex order issues to appropriate department
  • Support end-to-end resolution of Quality Assurance complaint intakes
  • Drive performance process improvement activities within the CSR team through effective call evaluations and quality 1:1 coaching
  • Provide internal feedback for increased customer experience
  • Act as a subject matter expert on the regulatory requirements of retailer onboarding and  all matters related to cannabis regulations, including changes to OCS policy and the Act

 About You

  • Post Secondary Education in a related field AND/OR equivalent combination of education and experience
  • 4+ years of experience in customer service
  • Experience working with a dedicated client base in a contact center is preferred
  • Experience working in a dynamic contact center is preferred
  • Intermediate MS Office skills
  • Strong Problem-Solving skills
  • Superior Customer Relationship Skills
  • Strong project management and task management to enable successful completion of concurrent priorities
  • Excellent cross-functional collaboration skills to ensure a seamless customer on boarding experience
  • Advanced proficiency in MS Office suite, particularly MS Excel
  • Proactive in your approach to process implementation and continuous improvement.
  • Solutions oriented approach to resolving complex customer issues
  • Strong analytical skills and attention to detail
  • Excellent oral and written communication skills
  • Bilingualism (French/English) is an asset

Remote Work

  • This position offers a fully remote work schedule
  • When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools (i.e., MS Teams)

About the Job

  • City: Toronto, ON
  • Employment Type: Full-Time Permanent
  • Required Travel: Rare, usually within the GTA
  • Application Deadline: September 21, 2022 at 11:59PM

We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation, please let us know, we will work with you to meet your need.

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