Contact Centre Agent PT

Requisition ID: 1776

Location: London, Ontario, Canada, N6M 1B3

Job Type: Sourcing

Who We Are

Becoming experts on beer doesn't happen overnight - we've been in business since 1927 and today, The Beer Store is the primary distribution and sales channel for beer in Ontario and is owned by 28+ Ontario-based brewers! Through our Retail Stores, Distribution Centres, Draught Services, Customer Experience Centre, and our Corporate Office, we form one large team that is passionate about the beer business. The Beer Store is proud to foster a respectful and inclusive culture that expands and leverages the diverse talents, experiences, and perspectives of our team members to deliver exceptional service for our customers. We continue to be successful by working together, respecting each other, having a positive attitude and by trying new and innovative ideas. Not only are we knowledgeable, passionate, and loyal ambassadors for beer, we’re also health and safety advocates, environmental champions, DEIB enthusiasts and we give proudly back to our communities.

The Role

Are you passionate about delivering exceptional customer service and being part of a team that’s transforming how we connect with customers? Our Customer Experience Centre is continuously evolving to meet customers where they are whether by phone, email, or other digital channels. We’re looking for a Part-Time Customer Experience Agent to join our dynamic and customer-focused team!

In this role, you’ll report to the Customer Experience Centre Supervisor and play a key part in creating positive customer interactions. You’ll handle inbound/outbound calls with professionalism, empathy, and efficiency. You’ll respond to a wide range of customer service inquiries with a solutions-oriented approach that reflects our commitment to excellence. Most importantly, you’ll strive to deliver a seamless, positive customer experience at every touchpoint ensuring each interaction contributes to a strong, lasting relationship with our customers.

Why Join Us?

• Be part of a forward-thinking team that’s embracing new ways to connect with customers
• Gain valuable experience in a supportive and collaborative environment
• Enjoy a flexible schedule within our operating hours: Monday–Friday: 7:45 AM–8:15 PM, Saturday–Sunday: 8:45 AM–5:15 PM
• Starting wage: $19.35/hour

Location

While the Customer Experience Centre is based in London, ON, this is a remote position with visits into the office on an as-needed basis. Applicants are required to reside within driving distance in order to meet our on-site requirements. All necessary technology and equipment will be provided to support your success from a home-based work environment.

What You'll Be Doing

• Receive incoming calls in a professional and courteous manner
• Multitasking in a customer contact centre
• Providing exceptional customer services to all customers
• Providing timely and accurate order entry for customers
• Accurate reporting of confidential information
• Must be able to follow set procedures including the ability to adhere strictly to call scripting
• Must be willing and able to sit for prolonged periods
• A quiet home work environment is required
• Perform other related duties and projects as assigned

Who You Are - Your Knowledge, Skills & Experience

Education

• Completion of High School and/or GED equivalent preferred
• Post secondary education considered an asset

Experience

• Must be 18 years of age or older
• Previous experience in a contact centre or customer service training

Skills

• Excellent customer service, communication, teamwork, and interpersonal skills
• Must have a clear speaking voice and be able to communicate well over the phone
• A professional, courteous, and welcoming manner – both in person and on the telephone
• Fluently Bilingual (French/English) considered an asset
• Demonstrated proficiency with MS Office (Outlook, Word, Excel, Powerpoint)
• Highly reliable with the ability to maintain regular attendance and punctuality
• Demonstrated ability to build and maintain positive relationships with all contacts

Compensation

Wages starting at $19.35 and subject to wage increases based on hours worked according to the terms outlined in the Collective Agreement.

Equal Opportunity Employer

We are committed to providing a respectful and empowering workplace that values our greatest resource, our people. Diversity, Equity, Inclusion & Belonging are essential components of our culture that empower us to meet the needs of our employees, customers and communities. We welcome applicants from all backgrounds including racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, 2SLGBTQIA+ persons, and any other characteristic. We’re an equal opportunity employer and provide employment accommodation in accordance with provincial legislation. If contacted for an employment opportunity or testing, please advise Human Resources if you require accommodation at any stage of the recruitment process.

We genuinely thank you for your interest in this opportunity with us. Due to the high volume of applications we receive, only applicants selected for an interview will be contacted.