Customer Service Representative (Call Centers)

Job Description

Company Description

Hudson’s Bay Company is one of the fastest-growing department store retailers in the world. In North America, HBC’s leading banners include Hudson’s Bay, Lord & Taylor, Saks Fifth Avenue, Gilt, Saks OFF 5TH, Find @ Lord & Taylor, and Home Outfitters. In Europe, HBC’s banners include GALERIA Kaufhof (the largest department store group in Germany), Galeria INNO (Belgium’s only department store group), and Sportarena. At HBC we are a company of adventurers who explore uncharted territory, challenge convention, and work with imagination and fun.

Role Summary

The Customer Service Representative (CSR) represents the Hudson’s Bay Company’s ideals of service and quality to the customer. The CSR responds to all assigned customer escalations, ensuring a timely response and resolution to issues, ensuring the customer's overall Lord & Taylor or Hudson's Bay experience is a positive one.

Major Responsibilities

1. Handle all telephone inquiries in a prompt, professional and courteous manner while working to ensure first call resolution with every inquiry
2. Input and/or update data and file information efficiently and accurately
3. Ensure all inquiries resolved in accordance with department and HBC policies, procedures and standards
4. Assist in the achievement of department and company results by always being conscious of priorities and the needs of the department
5. Maintain an acceptable attendance and punctuality record including adherence to schedule
6. Liaise with internal departments and external vendors
7. Ability to listen while toggling between screens and typing accurate notes quickly is essential.

Qualifications

Professional Qualifications

• Availability to support the Call Center Hours of Operation with flexible shifts Sunday to Saturday and increased hours as needed during peak business periods is mandatory.
• 1-2 years of Customer Service and/or Call Center experience is considered an asset.
• Successful candidate must be, at minimum, 18 years of age or older.
• Strong written and verbal communication skills are required.
• Superior interpersonal skills with the ability to diffuse an emotional situation
• Ability to respond to customers, co-workers, and Management in a professional and courteous manner
• Excellent organization skills, follow-up, ability to multi task and willingness to learn
• Strong computer skills and experience using Microsoft Office and the internet
• Strong commitment to delivering exceptional Customer Service
• Strong math skills (i.e. percentage calculations) 

Educational Credentials

• Education minimum is High-School diploma or equivalent.
• Completion of a Customer Service/Call Center training program would be considered an asset.