Customer Service Representative

We want you to join our team!

You're a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don't slow you down - they spark your curiosity and drive you to make things better.

You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you're ready to make the move to a company where you can grow, learn, and thrive, know there's a place for you here at Book Depot. We're a Canada's Best Managed company with an award-winning culture - and we're the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we're constantly pushing the limits of what's possible - all to fulfill our purpose and deliver the best experience to our customers.

• WE NOT ME - we understand that success is fleeting if we don't put others first
• KICK SOME MOON DUST - we believe that the key to greatness is to be willing to go where no one has ever gone before
• RIDE TOGETHER. WIN TOGETHER - we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves More
• WE EAT THE STINKY CHEESE - we have a curious mind, and never stop learning
• WAKE UP. BE AWESOME. REPEAT - we believe that working hard is the result of a great attitude and passion for living each day at our best, and
• NO DONKEYS - we know that life is too short to work with, or do business with, those that think and act like donkeys.

Come join our team and help us make the best kind of impact! To learn more about Book Depot, please visit our website at: / bookdepot. ca/Help/AboutUs

Our Opportunity

We have two (2) exciting opportunities available for permanent full-time Customer Service Representatives at our Thorold Main Office and Distribution Centre. We're seeking talented individuals to be the voice of our Book Outlet and/or Book Depot brands and champions for our customers. In this role, you'll transform customer interactions into positive experiences while maintaining our high standards of service excellence. Your strong writing abilities, problem-solving skills, and customer-centric approach will help build lasting relationships with our customers across multiple communication channels.

We are seeking two (2) permanent full-time positions (40 hours/week):

• FT Permanent: Monday - Friday with occasional holiday coverage (in-office)
• FT Permanent: Wednesday - Sunday (hybrid: (in office Wed-Fri, home Sat-Sun)

Who are we looking for:

• A skilled communicator who can adapt writing style to match our brand voice
• A creative problem-solver who thinks outside the box to find effective solutions
• A customer champion with genuine empathy and desire to help others
• A detail-oriented professional who can maintain accuracy while multitasking
• A team player who brings positive energy and collaborative spirit
• Someone who stays calm and composed in fast-paced situations
• A self-starter who takes initiative and drives continuous improvement
• An individual who isn't afraid to learn new systems - both automated and manual
• An adopter of AI - someone who is eager to use AI tools available to create efficiencies

What will you do:

Create Exceptional Customer Experiences

• Engage with customers across multiple channels (phone, email, chat, social media, ticket system)
• Write clear, brand-aligned responses to customer inquiries
• Transform challenging situations into positive outcomes
• Process orders, returns, and refunds efficiently
• Generate positive customer reviews through outstanding service
• Interact with third-party customers and partners for policy and service-related issues

Drive Customer Success

• Analyze and resolve complex customer inquiries
• Identify and report trends in customer feedback
• Contribute to achieving department NPS goals
• Meet or exceed response time and resolution targets
• Maintain high customer satisfaction scores
• Strategize and report improvement opportunities for website and CRM platforms

Contribute to Team Excellence

• Collaborate with team members to share knowledge
• Participating in continuous improvement initiatives
• Navigate multiple CRM platforms and systems
• Document customer interactions thoroughly
• Support department KPIs and quality standards
• Participate in interdepartmental cross-training
• Engage in professional development through company training programs
• Provide peer mentorship and constructive feedback

Key Performance Indicators & Metrics We Measure

Response time standards for:

• Email
• Chat
• Social media direct messages
• Google reviews
• Phone queue management metrics

Resolution Metrics

• First contact resolution rate
• Average resolution time
• Number of interactions per customer

Customer Satisfaction Metrics

• Net Promoter Score (NPS) targets
• Customer satisfaction scores (CSAT)
• Positive review generation

Productivity Metrics

• Number of tickets/emails/chats handled
• Talk time management
• Goals set vs. completed ratio

People and Culture:

• Model Book Depot's values in all that you do and hold others accountable in maintaining the integrity of them
• Foster Book Depot's purpose-driven culture - to get more books into more hands - by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to life
• Ensure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goals
• Champion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalability
• Actively empower the learning and professional growth of your team through encouraging your team's participation in Book Depot University (BDU), and also being a participant
• Provide mentorship and meaningful feedback to your team

The experience and education we're looking for:

• Post-secondary education in Communications, English, or related field (or equivalent work experience)
• Previous experience in e-commerce or retail customer service
• Additional language capabilities
• Experience with specific CRM platforms and Microsoft Office Suite
• Demonstrated ability to learn new technology quickly
• Strong typing speed and accuracy
• Strong ability to adapt to.