CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative

Department: Georgian Stores
Campus: Barrie
Classification: Support Staff
Posting Date: September 8, 2023
Salary Range: $25.86 (start rate) - $29.96 (4-year ate)
Hours Per Week: 35 hours per week
Status: Contract (Appendix D)
Effective: ASAP to September 30, 2024

THIS IS A TEMPORARY REPLACEMENT POSITION FOR A BARGAINING UNIT EMPLOYEE. Terms and conditions of employment are as outlined in the Support Staff Collective Agreement.

Reporting to the Manager, Georgian Stores the incumbent will provide service information and assist escalated customer service and store process issues. Specific duties include, but are not limited to:

Retail Sales which includes:

• Opening and / or closing the store locations daily, disarming and activating alarm, assigning registers, cash tills and preparing the store for business
• Processing customer sales, accepting cash, credit, debit, requisitions, etc. and processing refunds and exchanges
• Processing locker rentals and special orders, etc.
• Answering customer inquiries, assisting customers with finding correct product, text or merchandise and attending to escalated customer service issues
• Verifying stock of merchandise via inventory control system at other campus store locations
• Demonstrating duties and processes to new part-time and seasonal customer service cashier staff
• Providing support for other customer service staff as required and assisting faculty and staff with gift purchases and providing gift-wrapping services
• Assisting with special events such as residence move in day, Orientation, Get Connected, Open Houses and convocation ceremonies
• Providing online order pick up and return services

Shelving / Merchandising which includes:

• Placing shelf labels with the right product, organizing, and pulling books as required, stocking shelves with stationery, art supplies, giftware, clothing and other products as required
• Assisting with the shelving of textbooks during peak periods and the returns process as needed
• Designing and executing merchandise displays for seasonal products
• Contacting customers when special orders are available for pick up and maintaining the store in a neat and presentable condition

Administration which includes:

• Preparing daily cash deposits, placing coin orders and office supply orders through the procurement system
• Reviewing, completing and organizing special orders and sending to appropriate person for action
• Running end of day buyback reports, and post buyback totals
• Expediting textbook deliveries, contacting publishers regarding outstanding orders, documenting reason(s) for delay in delivery, notifying appropriate personnel (Buyer, other CSRs, Online Coordinator and Shipper / Receivers)
• Recommending updates to CSR training manual in collaboration with Accounting Clerk
• Reviewing price change report and updating price tags on merchandise
• Filing web orders, special orders and PODs as required
• Placing service calls for ATM, Global and Nebraska

QUALIFICATIONS:

• Successfully completed a high school diploma
• One year of experience providing customer service in a retail environment (preferably in a bookstore or educational institution)
• Computer skills in Microsoft Office and experience with a point of sale system (inventory control system is an asset)
• Excellent communication skills (written and oral) to develop and maintain relationships with other employees, students, and staff
• Experience creating seasonal displays, gift wrapping and shelving / merchandising (including pricing)
• Ability to work independently with initiative and as part of a team (experience providing guidance and training)
• Time management and organizational skills to balance deadlines and tasks in an environment with multiple interruptions
• Ability to work non-traditional hours, including some evenings and weekends as required

Georgian College supports diversity, equity and a workplace free from harassment and discrimination and is committed to an inclusive, barrier-free environment. We invite applications from all qualified candidates and actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to persons of Indigenous ancestry, racialized persons, persons with disabilities, women and members of the 2SLGBTQ+ community. If you are contacted to participate in the interview, please advise the coordinator of any accommodations needed with respect to any materials or processes used to ensure you have access to a fair and equitable process.

Alternate formats will be provided upon request throughout the recruitment and selection process.

Georgian College has introduced FLEX Work for some positions. This position is not eligible for Flex Work and will be an on-campus position with no option for remote work.

Applications for this position must be received by 11:59 p.m. on September 17, 2023. While we thank all applicants, only those contacted for an interview will be acknowledged.