Ready to start fresh? Deliver a compelling customer service experience representing the Voila brand, being respectful to our customers and solving our customers problems De-escalate any continuous situations through understanding, empathy and empowerment Exceptional writing and communication skills Accurately update all incoming and outgoing contacts (all customer contacts are to be documented in Salesforce) Follows the Care Model of > Compassion; Amaze; Reliability and Engage Exceptional skills in working with teams – being collaborative and having a ‘One Team Approach’ mentality Ability to build Loyalty with all customers Comfortable with Training fellow teammates – being a mentor or assist in ongoing or new hire training Support Leadership team as required Strong time management skills Comfortable contacting customers on behalf of other departments and various customer initiatives Keep Leadership team informed of any emerging trends and potential escalations Follow the guidelines outlined in training Adaptable and open to coaching Flexible in working various shifts, including weekends and statutory holiday (Shifts can start as early as 5:30am and finish as late as 12:30am EST - but business needs can change) (We are considered a 24 hour, 7 day per week operation – supporting our Fulfillment centre) Technical savvy – able to troubleshoot issues with customers Here’s where you’ll have an impact: Excellent communication skills (writing and verbal) Flexible with various shifts (outlined above and may be changed due to call/email/chat arrival patterns) One Team Approach Computer savvy Ability to multi-task Worked with CRM tools like Salesforce What you bring to the table: Ability to multi-task and use various programs to support the team, for example: Salesforce (CRM tool), Kronos, Mailgun, Microsoft programs, Microsoft tools, social media apps (but not limited to) Ability to handle 6-7 per cases hour, at a minimum Must have quiet workspace without any distractions and required to be camera ready for any meetings and training Required to have high speed internet Position only available to work from in Canada Provide a Superior Customer Experience Strong problem solving Strong attention to detail Ability to collaborate / deescalate with customers