CUSTOMER SERVICE REPRESENTATIVE

JOB DESCRIPTION

Role Mandate:

The Customer Service Representative (CSR) represents Lord &
Taylor and Hudson's Bay'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. The CSR must be able to work in a team-
oriented environment, have strong people skills and be
comfortable with building client relationships. The CSR must be
able to support the Call Center Hours of Operation with flexible
shifts Sunday to Saturday and increased hours as needed during
peak business periods.


Responsibilities:

• Handle all telephone inquiries in a prompt, professional and
courteous manner while working to ensure first call
resolution with every inquiry

• Input and/or update data and file information efficiently and
accurately

• Ensure all inquiries resolved in accordance with department
and HBC policies, procedures and standards

• Assist in the achievement of department and company results by
always being conscious of priorities and the needs of the
department

• Maintain an acceptable attendance and punctuality record
including adherence to schedule

• Liaise with internal departments and external vendors


QUALIFICATIONS

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

• Customer Service and/or Call Center experience

• Strong written communication skills

• Superior verbal communication and 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)


Education Qualifications

• Education minimum is High-School diploma or equivalent.

• Completion of a Customer Service/Call Center training program would
be considered an asset.

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