Community Care Representative
RoleAll Other Remote
SPUD.ca is looking for a Community Care Representative to join our growing team!
Community Care Representatives are the front line of SPUD.ca and are the main point of contact for our customers. Being an online business, most of our customer communication comes through phone calls, emails and website comments. In a nutshell, you’re a part of the team that makes our customers happy after communicating with SPUD!
SPUD.ca is an online grocery delivery business in Western Canada, and a subsidiary of Freshlocal Solutions (TSX: LOCL); a Vancouver-based leader in end-to-end grocery e-commerce solutions. We have developed deep expertise across the farm-to-fork value chain, both digitally and physically. We are a passionate team who believe that food touches every aspect of our lives, so we are advocates for sustainable farming practices, sourcing locally, treating animals humanely, and reducing food waste. As a Certified B Corporation since 2013, we are committed to socially responsible business practices.
We are hiring for the following schedules (all times listed are in Pacific Standard Time):
Sunday 10am - 6:30pm + Monday to Thursday - 12:30pm - 9pm
Sunday 10am - 6:30pm + Monday to Thursday - 8am to 4:30pm
Monday to Friday 4pm - 9pm
Provide an amazing level of care in every customer interaction, going above and beyond SPUD’s 100% Satisfaction Guarantee.
Answer customer phone calls and emails about a variety of different topics, including technical issues, account requests and product information. You will be the person a customer contacts if any question or query pops into their head!
Communicate feedback to the various teams concerning what our customers are saying and how we can improve our service. We want our customers to be deliriously happy with SPUD!
Check daily reports and ensure that any issues are dealt with for the upcoming day, including address and payment information, product shorts or substitutions, etc., and ensuring every box of food going out is 100% perfect.
Participate in daily huddles company-wide, to be able to identify system issues and celebrate successes.
Additional duties as required.
Ability to work remotely from anywhere in Canada!
A Windows 10 or above computer is required.
Experience providing frequent customer service via phone/email is required.
Ability to maintain a high level of service awareness, to make sure customers remember us positively.
Excellent writing skills with correct punctuation, spelling and grammar.
A positive attitude and enthusiastic demeanor.
The ability to communicate effectively with customers, colleagues, cross-functional teams, producers and farmers.
Intermediate working knowledge of Microsoft Office.
Typing speed of minimum 45 wpm.
Alignment with our core values.
Experience in the Natural Food industry is an advantage.
Willingness to work flexible hours and work as a team to complete other tasks, as required.
Awareness of urgency and prioritizing.
What's in it for you?
- Join now and receive an initial $250.00 of SPUD credit, and another $250.00 of SPUD credit after six months of employment ($500.00 total)
- 20% discount on SPUD.CA purchases
- Flexible health spending plan options and benefits available for all team members working more than 14 hours per week
SPUD's approach to inclusive hiring
Our team is committed to building relationships rooted in trust, integrity and respect. We believe in a growth mindset and support our team members' personal and professional growth in a safe work environment. We know from experience that great talent comes in many forms and we want to meet you at your best. Please let us know if we can provide unique accommodations that will enable your equal participation!
Our values are more than just words to us. Our values drive our success and guide our growth:
- Create amazing customer experiences. We are passionate in our commitment to deliver for our customers.
- Lead with sustainability and consider our impact.
- Learn, grow and make time to celebrate wins together
- We welcome different perspectives. Diversity makes us stronger.
- Prioritize, work smart and deliver results for our stakeholders and each other.
- We are committed to our mission and that requires resilience, persistence and grit to persevere and succeed.