Customer Service Associate

POSITION SUMMARY

Home Reno Heaven (HRH / the store) is a social enterprise, owned and operated by Cochrane Society for Housing Options (CSHO). The mandate of the store is to sell gently used building products and tools, and other household items. Accountable to the Store Supervisor, this role is responsible for engaging with customers, assisting with sales, and receiving donations. This position will work 16-24 hours per week. KEY ACCOUNTABILITIES

Store Operations

1. Provide outstanding customer service by greeting and assisting customers in a friendly manner

2. Maintain store standards to optimize customer experience, drive customer traffic, and positively impact store profitability

3. Provide daily volunteer support

4. Work with the Store Supervisor and Assistant Store Supervisor to ensure store Policies and Procedures are in effect all the time

5. Handle customer complaints, concerns or refund requests in a professional manner while earning customer trust, escalating unresolved issues to the Store Supervisor or Assistant Store Supervisor

6. Coordinate intake of donations and provide guidance to volunteers of acceptable items

• Accept items for donation
• Quality assurance and cleaning process for all donations
• Price and shelve inventory

7. Open and close the store ensuring gates, doors and alarms in place

8. Operate the cash register and handle transactions accurately using POS systems

9. Communicate effectively with team members and management to ensure smooth operations

10. Handle daily emails and/or voicemails and action as needed

11. Manage process improvement initiatives to increase the efficiency of HRH’s operations

12. Provide general support to the CSHO Management Team and completes other tasks and duties as assigned

13. Ensure right customer service culture is present in the store

14. Maintain cleanliness of HRH

15. Assist with fundraising and community engagement initiatives

POSITION REQUIREMENTS

Education and Experience:

• High School Diploma

-Previous experience in customer service or retail is preferred but not required

-Knowledge of Outlook, technical sales, or cashiering is a plus

-Demonstrated understanding of Construction and/or Skilled Trades is preferred

-Valid criminal records and vulnerable records check

Skills and Abilities:

-Demonstrated strong customer service and troubleshooting skills

-Excellent organizational skills with the ability to manage time effectively in a fast-paced environment

-A willingness to learn and adapt in a team-oriented setting is essential

-Strong work ethic and positive team attitude

-Adaptable collaborator, willing to reprioritize and provide support as required COMPLEXITIES AND PROBLEM SOLVING

-Ability to adapt to new tools and resources to achieve business goals

-Ability to prioritize and adapt to a changing pace and environment

-Ability to mitigate customer’s concerns through effective problem-solving and education

-Ability to de-escalate customer complaints and source the appropriate resource to

assist with complicated matters

-A high level of interpersonal skills, diplomacy, and professionalism WORKING CONDITIONS

We are committed to providing a healthy and safe work environment and you must take reasonable care to protect your health and safety and that of others present at our store, perform work safely, follow all relevant health and safety legislation, directives and procedures and attend all identified orientations and training.

Physical Effort:

There is moderate requirement for physical effort. This is characterized as a normal retail environment. The ability to occasionally lift up to 50 pounds may be required.

Work Environment:

The job is performed in a standard retail environment with infrequent exposure to adverse working conditions. Characterized as a normal retail environment.

Wage:

$16-$17 per hour

Pay: $16.00-$17.00 per hour

Expected hours: 16.0 – 24.0 per week

Work Location: In person