Customer Service Representative
Welcome Home!
We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of communities across the nation.
Seamless Support. Exceptional Service.
As a Customer Support Representative - Level 1 you will be the single point of contact for customers and Dealers for both online shopping support and store experience support. Led by the Supervisor, Customer Support, this opportunity will suit someone with previous customer service experience and excellent communication skills.
Ready to make an impact in a new role? Here’s how:
- Deliver multi-channel customer and Dealer support by responding to inquiries via phone, email, and chat, including but not limited to products, pricing, promotions, order status, shipping, returns, and store-related matters.
- Resolve customer and Dealer issues by identifying root causes, applying sound judgment, and delivering timely, policy-aligned solutions while demonstrating empathy and professionalism.
- Support online customer experience by assisting but not limited to website navigation, account inquiries, and order placement to ensure a seamless eCommerce journey.
- Provide backend eCommerce operational support to Dealers, including but not limited to guidance on order processing, fulfillment workflows, system navigation, and issue troubleshooting.
- Manage transaction inquiries with accuracy and compliance, coordinating with internal teams when escalation or investigation is required.
- Serve as a liaison between Stores, Corporate teams, and Customers, ensuring clear communication, alignment, and efficient cross-functional issue resolution.
- Monitor and manage case activity within established service level agreements (SLAs), maintain accurate documentation, meeting response targets, and supporting defined customer satisfaction benchmarks.
- Drive continuous improvement by identifying recurring issues, reporting website or system defects, analyzing customer feedback and trends, and contributing actionable recommendations to enhance processes and overall customer experience.
We’re looking for:
- High school diploma required; post-secondary education in business or a related field is an asset.
- Minimum of two years’ experience in a customer service role, with a focus on delivering responsive and professional support.
- Fluently Bilingual in French and English (Written and Oral) is an asset.
- Demonstrated passion for customer satisfaction excellence and prior experience in an interactive customer service environment.
- Excellent communication, interpersonal problem solving and writing skills.
- Ability to handle difficult situations.
- Strong organizational, negotiation and mediation skills.
- Experience with eCommerce in the marketing/corporate environment is beneficial.
- Demonstrated analysis and reporting skills.
- Demonstrated PC skills: Microsoft Office-Excel, Word, reporting software and/or other software/database skills.
- The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.
How we’ll make you feel at Home
- The expected starting salary range for this role is $42,500 - $55,800; the final offer will reflect relevant skills and experience.
- Eligible for the annual bonus program.
- Comprehensive Benefits Program including:
- Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
- Defined Contribution Pension Plan with Company Match, and choice of contribution level.
- Group RRSP.
- Discount at our Corporate Retail Store in St. Jacobs.
- Home & Auto Insurance discounts.
- Competitive vacation time.
- Personal and sick time.
- Employee Discount Program through Venngo WorkPerks.
This job posting is for an existing vacancy within our organization.
Bring your unique skills, thrive with interesting and challenging work, and experience what it’s like at Home. Apply today - this is a great opportunity to join a proudly Canadian company that is 100% ready to help you build your future.
Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.
Canadians call us Home Hardware. We call it Home.
#HP
#HP