Customer Care Representative

Location: Markham, Ontario

Job Description:

Position: Customer Care Representative

Type: Full-Time | Hybrid

Location: Markham, ON

Reports to: Manager, Customer Care

About Us

Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.

What will you do?

Reporting to the Manager of Customer Care, the Customer Care Representative will support Pet Valu’s Devoted Pet Lovers (customers), ACEs (store associates) and internal partners by receiving and responding to inquiries, compliments, and complaints via multiple communication channels such as but not limited to phone calls, emails, and social media. The Customer Care Representative will have excellent communications skills and be able to provide feedback to leadership on improvements to customer service processes, policies, and standards to maintain loyalty and exceed customer expectations at every turn.

Responsibilities:

• Receives and responds to inquiries regarding company loyalty programs.
• Receives and responds to inquiries relating to our E-commerce platform and in-store experiences including:
• Assistance navigating websites.
• Assistance with order creation, shipment, and payment processes
• Log all calls and emails into ticketing system for proper attention, follow-up, and reporting.
• Ensures standardized response processes put in place for customer service are followed. Updates these processes as required.
• Maintains high service levels by ensuring key performance goals and metrics are met, or exceeded
• Loyalty related accountabilities:
  • Processing and managing workflow volume for incoming requests, paper applications processing, adjustment request forms
  • Connecting with Loyalty Marketing to resolve customer, program level or system related problems for Loyalty issues
  • New member weekly card fulfillment process
  • undefined

Qualifications:

Experience & Education

• High School Graduate; University or College Degree is a plus
• 1-3 years' customer support experience
• Retail experience

Additional Skills:

• Exceptional interpersonal skills highlighted by excellent verbal and written communication skills.
• Strong listening skills are required to assess a situation for an appropriate response, along with the ability to deal with sensitive information and situations.
• A Team player, as this position will require working with other departments, along with customers, store staff and Franchisees
• Must possess a friendly and professional attitude with the ability to develop rapport quickly with customers and internal partners
• Good organizational skills, along with the ability to multi-task multiple priorities
• Attention to detail, and a sense of urgency are required as all customer service inquiries require immediate action
• French speaking an asset.
• Must be flexible to work rotational evenings, weekends, and Stat holidays.

Compensation:

The hourly wage for this position is $20.00 per hour + eligibility for a $2/hr bonus. The final offer will be based on factors such as market location, relevant skills, experience and internal equity.

Ready to join the team?

We’re looking for passionate people who bring strong skills and live our core values of safety, compassion, expertise, and efficiency every day. If you’re energized by doing meaningful work, taking pride in what you deliver, and making a real impact for pets, people, and communities, you’ll feel right at home here. Join us and build a career where purpose, care, and excellence come together - because love lives here™.

Why work for us?

At Pet Valu, our people are at the heart of everything we do. We’re passionate about creating an environment where you feel supported, included, and empowered to grow - both personally and professionally. Some of the perks of working with us include:

• Hybrid, Flexible Work Options
• Comprehensive health and dental benefits
• Employee Share Purchase Plan with company matching
• Learning and Development support tailored to you
• An inclusive, collaborative culture where your voice matters
• Fun company events that keep us connected
• Preferred rates for car rentals, hotels, phone plans and gym discounts
• Generous employee discounts on our products

Pet Valu is an equal opportunity employer committed to inclusion and accessibility. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

At Pet Valu, we are committed to transparency and fairness in our hiring practices. This posting is for an existing vacancy. Pet Valu may use AI enabled technology to assist in the recruitment process for positions. The use of AI helps us ensure we are providing an equitable and streamlined recruitment experience for all applicants. While AI tools support our recruitment process, all decisions throughout the process are made exclusively by Pet Valu’s hiring team. At no stage does AI determine recruitment outcomes.