Position Title*:* Customer Service Specialist

Manager’s Position Title: Customer Service Manager

Shift: Monday – Friday Day Shift (Hybrid Role)

About Us

Founded in 2010, and based in Toronto, Canada, Clek designs, manufactures and sells world-class child safety seats for little cowboys, divas, bookworms, and rebels. By delivering industry-leading safety without sacrificing comfort, convenience, or style, Clek has quickly grown into a "must have" brand for today’s modern parent.

We are a group of serious, but fun people. Our work environment is casual, but structured. And because we are a fast-paced company, being hands-on and self-motivated are essential character traits for this position.

Position Summary

As our company continues to grow, so have our Customer Support needs. We are looking for just the right person to add to our growing Customer Support team. We pride ourselves on having the best customer service in the industry, and that means looking to exceed client expectations at every turn. Our ideal candidate is positive, patient, highly conscientious, and has natural problem-solving skills. We are looking for someone who possesses excellent communication skills and who is willing to become a car-seat expert. If you like nothing more than getting a “wow” from customers or looking at a problem as an opportunity to shine, then this is the job for you.

In this role, you will also work closely with our sales, marketing, and engineering teams to ensure customer feedback is being shared internally, and to be better informed on how to provide solutions to similar issues in the future. It is everyone’s job to continuously improve our products, our processes, and in the end, our company.

Because we are tight-knit team, you can also expect to be asked for your opinion on product names and features, or to share continuous improvement ideas. We’ll expect a lot from you, and you can expect to learn from working with us, get quick feedback, and contribute to special projects.

Main Duties and Tasks

• Responding to inbound calls, emails and live chats from parents about warranty or other product questions.
• Providing creative solutions to customer issues, and identifying replacement components.
• Maintaining customer satisfaction levels with both existing and potential Clek customers.
• Assist with planning and logistics, order management, and documentation preparation according to customer-specific requirements.
• Maintaining customer support FAQ’s
• Internal communication with other department regarding customer service issues and improvement opportunities.

Qualifications

• At least 1-2 years experience in a customer-facing role (customer service, sales, support, etc)
• You should be highly organized/detailed, self-motivated and like to take initiative.
• You should pride yourself on being a great communicator, both over the phone and in person.
• You have the ability to handle challenges and conflict while maintaining a friendly and positive attitude.
• You have had lots of experience using MS Office (Outlook, Excel, PowerPoint, etc).
• You have a proven ability to conduct efficient internet research. You’re fast and thorough at the same time!
• Ideally you have had work experience that required extensive product knowledge and training (there’s a lot to learn about our car seats).
• If you have worked with Zendesk, or have any work experience (or certification) around child passenger safety, then you’ll have a serious leg up on the competition.
• Bilingual (Fluent French) is an asset for this role.

Character Traits

• Highly organized and self-motivated.
• Excellent communication skills, both over the phone and in person.
• Has the ability to handle challenges and conflict while maintaining a friendly and positive attitude.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Ability to use a telephone, headset, and standard office equipment.
• Must be able to communicate clearly via phone, email, and video conferencing.
• Occasional light lifting (up to 20 lbs) may be required (e.g., moving car seats for testing or demonstration).
• Manual dexterity for keyboarding and handling small components.
• Visual acuity to read detailed product specifications and customer information on screens and paper.
• Hearing ability to effectively communicate with customers and team members in person or via audio platforms.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

Clek welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of their citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, and gender expression.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Schedule:

• 8 hour shift

Experience:

• Customer Service: 1 year (preferred)

Work Location: Hybrid remote in Toronto, ON M3B 2T5