The Role: Customer Experience Representative

What you are looking for:

• A closely connected culture
• A total rewards package meant to enhance your work-life flexibility
• Fully utilizing your talent
• Professional growth and development via challenging projects and assignments
• Warm and fuzzy feelings knowing you have helped your community, your team, the business and social causes through the Rexall Care Network

Reporting to the Manager, Call Centre, the Customer Experience Representative is responsible for responding to customer enquiries and requests across multiple channels and proactively working with business partners to resolve any issues in a timely and professional manner.

What you’ll be doing:

• Providing an exceptional customer experience always
• Conducting telephonic intake of any customer feedback, complaints or inquiries and taking steps to provide first call resolution
• Reviewing electronic correspondence from customers, across several channels, and actively prioritize, resolve & follow up with relevant business partners to ensure timely resolution
• Accountable for investigating all customers issues and to work with other business partners to resolve the issues
• Keep accurate, detailed and professional records of customer interactions, including details of inquiries, complaints and comments. Advancing any issues that need further investigation to the appropriate department
• Complete timely and consistent follow up with customers for all issues
• Answering in-bound calls for Credit Card Registration and process customer Tokenization records
• Customer follow-up to determine satisfaction levels
• Fulfill reporting requirements related to customer response stats, resolution time and issue details
• Other duties as assigned by Rexall Pharmacy Group Ltd.

Knowledge, Skills, & Experience:

• High School diploma or equivalent
• Minimum 2 years of customer service call centre experience
• Minimum 2 years of dispatching experience
• Willing to perform evening & weekend on call work, as assigned
• Excellent customer service and phone skills
• Background check for Tokenization
• Excellent verbal and written communication skills and professional telephone etiquette.
• Strong customer service skills and ability to deal with people sensitively, tactfully, and professionally always.
• Conscientious with strong attention to detail and follow-up skills.
• Demonstrates motivation and ability to serve others and resolve issues.
• Exceptional problem solving and investigative skills.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Demonstrated organizational skills, ability to multi-task and work well under pressure.
• Proficiency in Microsoft Office Suite.
• Strong work ethic and positive team attitude

At Rexall, we are better together. We serve our customers, partners, and patients best—we are our best—when everyone brings their true self to work. Our connected, inclusive culture celebrates our lived experiences, backgrounds, expertise, and self-expression to let us win as one team. Leveraging our differences distinguishes us and brings out our best performance.

Are you #ALLin?

Rexall Pharmacy Group is committed to providing an accessible environment for all of our customers, employees, and job applicants. Rexall Pharmacy Group will make available to any selected applicants’ accommodations and/or accessible formats should they require. Candidates are encouraged to discuss any accommodation they may need in order to allow for the most effective selection process.

Our hiring process uses AI-enabled tools to assist with the assessment of applications based on job-related criteria. All decisions are made by the hiring team.