Customer Care Specialist

Jobinhalt

Come Join our Team! PedalheadsTM is looking for a Customer Care Specialist. We are looking for someone to join our growing team. If you are someone who has previously had supervisory/management experience in a service oriented industry and really want to expand on those skills, this is the job for you.

Our Mission

PedalheadsTM is a privately-owned company providing trail-blazing programs that promote children’s health and development. The business currently operates instructional bike, swim, and multi-sport camps with 1800 staff at 130 locations in twelve cities across Canada and the USA. As part of a robust growth strategy across new and existing markets, Pedalheads will launch its first custom built swimming facility in the Park Royal Mall in the summer of 2021. With entrepreneurial drive, an exuberant, progressive culture, and innovative programming, the company has earned a reputation for excellence since 1986.

The Position

The Customer Care Specialist is responsible for supporting the Customer Care (CCA) team with daily tasks and works closely with the Customer Care Manager in the recruitment and training of new staff members, providing excellent customer service, and resolving customer complaints.

Outcomes

Customer Service

• Continually improving the customer service experience, increasing customer satisfaction, loyalty, and retention
• Promote our programs to customers
• Handle escalated calls, resolving issues in a timely manner

Supervisory

• Responsible for team performance, ensuring Customer Care team is providing a high-level of customer service
• Provides guidance and feedback to the team regarding handling customer concerns
• Create and promote a supportive and productive team environment

Administration

• Process registration requests, answering inquiries, payments, and refunds
• Monitor and respond to incoming emails and calls
• Create and assign tasks to CCA team members
• Assist with posting CCA jobs, interviewing and selecting successful candidates

Staff Training

• Improving and maintaining an effective onboarding training program for our CCAs
• Identifying and creating ongoing customer service skills and training opportunities
• Updating and elevating policies and procedures

Competencies

• Communicator - has excellent written and verbal communication skills
• Team player – can work cooperatively and collaboratively with others to achieve collective goals
• Relationship builder – builds and preserves trusting relationships with customers, site leaders and colleagues
• Commitment to quality – takes pride in work and strives on excellence
• Work ethic – self-motivated, works continuously toward successful outcomes
• Accountable – takes initiative and takes charge of situations
• Flexible/adaptable – adjusts quickly to handling situations, copes effectively with complexity and change, able to work occasional weekends
• Fun – is energetic and understands the importance of team bonding, creates an open and social workplace

Qualifications

• Minimum 1 year in a supervising role of a team and 2-3 years of customer service experience in an office, reception/front desk, retail, or hospitality environment
• Working knowledge of MS Office Suite (especially Excel/Teams)
• Strong organizational and time-management skills
• Must be comfortable leading a team, answering questions, providing solutions and problem solving
• Have a passion for motivating, engaging, and mentoring a team
• Strong verbal and written communication skills
• Detail oriented

Our Culture and Perks

At Pedalheads, we are a collaborative team and we seek feedback and buy-in whenever it is possible. We’re a spirited, fun and playful group who are always looking for new or innovative ideas to grow, learn and build. We’re dedicated to continuous improvement and focused on excellence and achievement. We are trail-blazing and this is illustrated by us forging ahead even though many of those who we spoke to when we started the company said it would never work. We’ve blazed this trail and made it work!

We’re empathetic, highly rational and caring. This is demonstrated through the building of our team from within and our belief in giving back. Internally, we identify stars and give them opportunities to lead and manage. We have a path that starts with junior instructors (volunteers) and advances to site leadership to trainers to full-time, year-round positions, to management. Externally, we lead by example in giving back to our communities. This is done through financial donations, bursary/scholarships, and participating in community volunteerism.

Finally, we’re very conscious of, and take an active approach to initiatives that support diversity, equity and inclusion.

WHAT WE HAVE TO OFFER

Our Total Compensation Package:

• Salary and profit-sharing package commensurate with your attributes. Finding the perfect person for this job is very important to us and we recognize the value in that;
• Personalized benefits through our health and wellness subsidy program;
• Above average vacation entitlement, including an additional annual paid days off between Christmas and New Yeas.
• Annual Professional Development allowance;
• Support, including some paid time, for community responsibility/volunteering;
• Annual staff trip/retreat for planning and year end celebrations. Previous trips include Mexico, Tucson and Las Vegas;
• Growth and advancement: This is an opportunity for the right person to take the company to new levels of growth and move to into more advanced positions.

Get Applying

If you are interested in this career opportunity, please apply online with a cover letter and resume to: https://pedalheads-bike-camps.breezy.hr/p/4218d8e19962

Pedalheads is committed to creating and upholding a diverse, inclusive and equitable environment that is respectful and welcoming to everyone. We believe that the presence of many voices from a variety of racial, cultural and religious backgrounds, political beliefs, ages, sexual identities and orientation, socio-economic backgrounds and physical and cognitive abilities will make our programs and workplaces richer for all.

We welcome applications from individuals of all identities and backgrounds. If you face any barriers to employment or require financial assistance or other accommodation during the recruitment and/or employment process, please feel free to contact the Pedalheads Human Resources Department in confidence.

Job Type: Full-time

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• On-site parking
• Paid time off
• Profit sharing
• Store discount
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
COVID-19 policies and procedures in place.

Work remotely:

• No