Store Operations and Customer Experience Associate
About Wheel Walkers
Wheel Walkers is a Toronto-based mobility equipment company, helping people find the right walker, wheelchair, scooter, or other mobility aid, whether they need it for a short-term rental or a long-term purchase.
We work with customers in person, over the phone, and through our online store, and we're building real relationships across Toronto's healthcare and seniors community along the way, from local trade shows and conferences to specialty products built for the specific communities we serve.
We're still a small, hands-on team, and we're growing the way a small business should, through genuine relationships and word of mouth rather than big-box tactics. This is a ground-floor opportunity to grow right alongside us.
About the Role
Wheel Walkers is looking for a warm, organized, and driven individual to run the day-to-day operations of our mobility equipment store. You'll be the face of the business for walk-in customers, patients, and the caregivers or family members shopping on their behalf, as well as the voice on the phone, while also managing orders that come through our Shopify site and coordinating deliveries with our courier partners.
Responsibilities
- Greet and assist walk-in customers and phone inquiries alike, with empathy and genuine curiosity about their needs, converting conversations into sales or rentals.
- Process and fulfill online orders through Shopify
- Schedule and coordinate deliveries with our courier partners
- Develop a strong working knowledge of our product lines, including which items are best suited to rental versus purchase
- Practice needs-based selling: recommend the right equipment for a customer's situation rather than simply pushing a sale
- Keep inventory organized and stock counts accurate, including inspecting, cleaning, and prepping devices between rentals.
- Process returns from rental customers, and keep product listings and information up to date on Shopify.
- Keep the retail space clean, safe, and well presented for walk-in customers.
What We're Looking For
- You'll build real skill in asking the right questions and listening closely, so you always understand what a customer actually needs before recommending anything.
- You bring natural charisma and confidence, whether you're talking with someone in the store or on the phone.
- You'll develop strong systems for juggling in-person customers, phone calls, and online orders at the same time, without anything slipping through the cracks.
- You're looking to build a long-term career, not just a short-term job, because we're investing in someone who wants to grow with Wheel Walkers as it grows.
- You're comfortable making a call in the moment, and when one doesn't work out, you own it, learn from it, and move forward rather than dwelling on it.
Must Haves
- Legally eligible to work in Canada
- Comfortable using computers and learning new software systems
- Some experience in a customer-facing role, whether retail, hospitality, or sales
- Able to help move and set up equipment around the store, including some heavy lifting
Nice to Haves
- Experience with managing Shopify and/or Booqable
- Basic mechanical aptitude, comfortable with simple repairs or adjustments like tightening bolts or swapping wheels
- Basic electrical troubleshooting, especially for battery-powered scooters and wheelchairs
- Experience working with seniors, people with disabilities, or in a healthcare-adjacent setting
- A second language, given the range of customers we serve
- A valid driver's license, for occasional local errands or backup deliveries
Location & Hours
This is a full-time, in-person role at our North York store, 3995 Chesswood Drive. Hours are currently 9 to 5, Monday to Friday, with the schedule likely expanding to include some evenings and Sunday hours as we grow.
Compensation
$19-$24/hr, based on experience
To Apply
Please email your resume and answers to the two questions below to info@wheelwalkers.ca.
- Tell us about a time you were empathetic with a customer or someone you were helping, and what it meant for both of you.
- Tell us about your current career goals, and how Wheel Walkers fits into those goals.
- Tell us about a decision you made on your own that didn't turn out the way you hoped, what happened, and what you did next.
