About Continuum Teldon

Teldon was established in 1969 and built its reputation on innovative, high-quality personalized calendars that set the industry standard. With over 50 years of expertise, Teldon partners with Fortune 500 companies across North America to help brands connect with their audiences.

Now part of Continuum Marketing Services, this legacy is expanding. The acquisition brings together proven print and promotional expertise with modern marketing execution, including direct mail, in-store, and experiential solutions.

It’s an exciting time to join the team. With broader capabilities and a growing client base, Continuum Teldon offers opportunities to make an impact, do meaningful work, and be part of what’s next.

Position Overview:

We are currently seeking an experienced and customer-focused Customer Care Associate to join our team.

The Customer Care Associate serves as a primary point of contact for clients, ensuring a seamless and positive experience at every interaction. This role is responsible for verifying order details, responding to customer inquiries, and resolving issues with efficiency and professionalism. The ideal candidate is proactive, detail-oriented, and committed to delivering exceptional service to every Continuum Teldon client.

This role is based onsite Monday to Friday at our Richmond, BC office. Candidates must be able to commute to our office or able to relocate in order to be considered.

What We Offer:

We believe in taking care of our team - inside and outside of the office. Here's what you can expect as a Continuum Teldon team member:

• Extended health benefits starting immediately - including medical, dental, and paramedical coverage

• Access to virtual healthcare - connect with qualified medical professionals virtually when you need

• An annual Health Spending Account to cover additional health expenses

• Employer-matched RRSP program

• 3 weeks of vacation per year to start

• Monday to Friday schedule

• Onsite gym

• Free onsite parking

• A vibrant company culture and lively office environment that values both hard work and play

• Ongoing internal training and development to support your career growth

Key Responsibilities:

• Handle inbound and outbound client calls, verifying order information, guiding clients on completing orders, confirming shipping details and collecting payments

• Respond to all client emails and messages promptly and professionally

• Build rapport with customers by actively listening, asking questions, and offering appropriate solutions

• Utilize Salesforce to update order information, add customer notes and records, process payments, and issue refunds/vouchers

• Address escalated calls and resolve customer issues/complaints using sound judgment and best customer service practices

• Identify upselling opportunities and support client retention by fostering strong, ongoing relationships

• Manage special corporate account programs as assigned from start to completion

• Collaborate closely with internal departments to ensure customer orders and deliveries are processed accurately and efficiently

• Assist with the mail service and order fulfillment process by organizing client lists, providing quotes to clients, and scheduling orders

• Handle any shipping and order damage claims with mail vendors

• Remain informed on product and service offerings, industry trends, and sales best practices

Required Skills and Qualifications:

• 2+ years of experience in a phone-based customer service role

• Proven dedication to delivering excellent customer service

• Excellent communication skills with a strong command of verbal and written English

• Fluency in French is a strong asset

• Advanced proficiency in Microsoft Suite, especially in Excel

• Previous experience using Salesforce is an asset

• Upbeat attitude with energetic and articulate phone presentation

• Excellent time management skills and high attention to detail

• Ability to work independently and in a team environment

Compensation: $50,000 annually.

We sincerely appreciate the interest of all applicants in this position. Only those candidates selected for an interview will be contacted.