Customer Service Associate

company

Encore Auctions is proud to say they are London's largest online auction of new, returned, undeliverable and overstocked items from several major online retailers. 
Every week, thousands of bidders have the opportunity to acquire an extensive variety of products, sometimes at a fraction of the retail price!  It is an engaging, adrenaline-fueled experience that never fails to delight. Whether you are a new bidder or a seasoned one, every auction is new and exciting!

BID. WIN. SAVE.

role

The Customer Service Associate oversees the activities of the ‘customer experience of the front of the warehouse’.  The Customer Service associate is accountable for processing returns, managing returns to matching criteria in our Terms and Conditions, assigning only items requiring a Technical Hardware Product Specialist guidance and verification. Being accountable in the role means that not all return attempts are accepted upon triaging the customer service line; we want you to follow our guidelines outlined in our terms and conditions more often than not.

Responsibilities:

- Overseeing day-to-day operations of the Service Desk with client interactions.
- Handling and overseeing day-to-day operations of the cash float and credit card accuracy.
- Coordinating with Encore to minimize the returns accepted by reviewing all relevant information, goals and targets.
- Keeps a consistent presence in the service desk and is confident in stating the return eligibility to the clients.

- Maintaining departmental standards and demonstrating a willingness to take on any assignment to support the overall Encore team.
- Training and guiding new team members on company return policies, procedures and best practices
- Ensures schedules are followed including coverage for breaks.
- Ensure the accountability of the daily service desk tasks such as return report, product on hold such tasks is followed up and executed on a daily basis.
- Tracking cash and credit card balances daily is required with a high degree of accuracy to balance each day.  If a discrepancy is found it can result in documentation including up to and including termination of employment.
- Ensuring all staff, regardless of department, are adhering to return standards and procedures
- Be an eager participant in generating recommendations and suggestions to elevate organizational effectiveness.
- Assist with customer service, customer resolution and front-end activities on a daily basis.
- Organizing and scheduling audits of the Customer Service area.
- Implement best practices for Customer Service operations and logistics.
- Ensure compliance with OHSA regulations and company policies.
- Maintain a safe working environment for all employees.
- Data Reporting
- Printing and reviewing the following reports:

- Return reports, Cancelled orders report, Other reports as needed

Candidate Requirements

- Minimum of two years’ experience in customer service desk or team lead role
- Excellent interpersonal skills, with an ability to work in a respectful manner with a diverse community of staff, vendors, customers and others
- Demonstrated leadership skills and ability to direct clients on terms and conditions.
- Excellent verbal and written communication skills to handle inquiries and resolve issues in a professional and timely manner.
- Ability to work well under pressure and handle competing priorities in a fast-paced environment with frequent interruptions.
- Ability and willingness to employ a consultative and collaborative approach to addressing issues and making decisions.
- Intermediate computer skills in Microsoft Office Suite.
- Intermediate familiarity with Salesforce an asset.

What drives success at Encore?

- Consistent attendance, reliability and a sense of maturity
- Ability to meet daily targets; you strive to be a top performer and enjoy that title
- Strong communication skills
- Ability to read and speak English well
- Great organizational and time management skills
- Ability to multi-task in a fast-paced environment
- Available to work Tuesday to Saturday on a permanent full-time basis

This role starts at a Level 1 hourly rate; $17.95 per hour, with a potential to increase to $19.00 and enroll in our benefits plan after three months of continuous employment.

Encore Auctions is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are an individual with a disability and you need accommodation in order to apply for this position, please contact the Human Resources Manager.