For over 80 years, Caplan’s has been Toronto’s premier destination for luxury home appliances. As a proud, third-generation family business, we’re passionate about delivering a shopping experience backed by integrity, accountability, and genuine client connections.

If you value working in a supportive, team-oriented environment where personal growth, collaboration, and excellence are celebrated — we’d love to meet you.

About the Role

As a Customer Service Representative at Caplan’s, you’ll play a vital part in creating a seamless, personalized experience for our clients — from appliance delivery coordination to post-purchase support. You’ll be the calm, capable voice clients trust to manage their service needs and product inquiries with care.

What You’ll Do:

• Appliance Delivery & Service Case Management via Microsoft Dynamics Customer Experience Management (CXM) platform. We’re looking for someone who lives and breathes exceptional customer service — a true case management champion. You’ll be responsible for managing every case with care, precision, and urgency before, during, and after delivery, using our CXM system.
• This isn’t a passive, check-the-box role. We need someone who is obsessive about follow-ups, relentless about closing loops, and committed to leveraging every automation and tool available to ensure no detail is missed. You’ll actively monitor your service cases and escalate issues decisively by partnering with appropriate internal or external team members.
• Your passion for customer experience will drive you to break down roadblocks, solve problems creatively, and act as a fearless advocate for our clients — because at Caplan’s, doing what’s right, quickly and thoroughly, is our competitive advantage. It’s the reason we receive outstanding Google reviews and glowing client feedback through our follow-up surveys, and we want someone who takes personal pride in keeping that reputation alive.
• Coordinate appliance delivery schedules, ensuring product availability, verifying delivery details and applying payments to orders with precision and attention to detail. Communicate with clientsto provide updates, troubleshoot issues, and ensure a seamless experience.
• Manage returns and exchanges, working closely with vendors and our warehouse to process authorizations and resolve product-related concerns.
• Support daily delivery operations, including reconciling driver manifests and confirming delivery details.
• Maintain and track return authorizations, ensuring timely follow-ups and vendor credits.
• Handle incoming customer inquiries, including troubleshooting questions, resolution of product related issues, service referrals, delivery changes, and minor order updates*.*
• Collaborate with the team to resolve missed deliveries and ensure prompt, customer-focused solutions.

Who You Are:

• Proven success in customer service roles with a minimum of 3 years’ experience.
• Experience in customer service roles that require navigating operational processes and business systems is an asset, especially within appliance or home goods environments.
• Passion for customer experience taking personal pride in reputation management.
• A natural communicator with strong verbal and written skills.
• Exceptional interpersonal skills with the ability to deliver VIP-level service to a luxury clientele.
• Detail-oriented, organized, and comfortable managing multiple priorities.
• Adept with customer management systems (experience with Microsoft Dynamics CXM preferred!).
• Proven problem-solver who remains calm under pressure and can resolve customer issues with a strong sense of urgency.
• Eager to learn and grow within a collaborative team.

Why Join Caplan’s?

• Be part of a legacy: Join a respected, family-owned brand with a loyal customer base.
• Enjoy a beautiful, high-end work environment.
• Competitive salary and opportunity for professional growth.
• Ongoing training and development to stay sharp and inspired.
• Work with a tight-knit, passionate team that truly cares about customer experience.

Ready to Join the Caplan’s Family? Please submit your resume and a cover letter detailing your qualifications and enthusiasm for the role.

Caplan's is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. We believe that hiring people from a wide variety of backgrounds allows our company to grow and learn together while providing excellent customer service to our diverse clientele. We welcome the unique contributions that you can bring to Caplan's. Accommodations are available, on request, for candidates taking part in all aspects of the selection process. We thank all interested applicants; however, only those selected for an interview will be contacted. We thank the staffing industry for their interest but ask to not be contacted.

Job Type: Full-time

Pay: $42,000.00-$46,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off
• Store discount

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• York, ON M6N 3S3: reliably commute or plan to relocate before starting work (required)

Education:

• DCS / DEC (preferred)

Experience:

• Customer service: 3 years (required)

Work Location: In person