Bilingual Sr. Customer Service Representative

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued - as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

As a Senior Customer Service Representative, you will play a pivotal role in overseeing the customer service operations, ensuring smooth interactions between clients, vendors, and internal teams. Your primary responsibilities will include supervisory duties, handling escalated customer issues, and assisting in the resolution of complex problems. You will also be responsible for maintaining a high level of customer satisfaction, as well as providing support in billing, vendor dispatching, and invoice review approval. This position requires excellent communication skills in both English and French, as well as strong leadership abilities.

Key Responsibilities:

Supervisory Duties:

• Oversee the day-to-day activities of the customer service team.
• Provide guidance and support to junior representatives.
• Assist in training new hires and conducting performance evaluations.

Escalation Handling:

• Address escalated customer issues in a timely and professional manner.
• Work closely with clients to understand their concerns and find appropriate solutions.
• Collaborate with internal teams to resolve complex problems effectively.

Customer Service Operations:

• Answer incoming phone calls and respond to customer inquiries promptly.
• Ensure a high level of customer satisfaction by providing exceptional service.
• Handle customer complaints and strive to achieve satisfactory resolutions.

Billing and Invoice Review:

• Review and approve invoices for accuracy and completeness.
• Coordinate billing activities and address any discrepancies or billing issues.
• Liaise with finance department to ensure timely processing of invoices.

Vendor Dispatching:

• Coordinate with vendors to schedule maintenance and repair services.
• Dispatch vendors to client locations based on service requests and priorities.
• Monitor vendor performance and address any issues or concerns.

Requirements:

• Fluency in both English and French, both written and verbal, is essential.
• Proven experience in a customer service role, preferably in the HVAC/Refrigeration/Maintenance industry.
• Strong leadership skills with the ability to supervise and mentor a team.
• Excellent communication and interpersonal skills.
• Ability to handle escalated customer issues with professionalism and tact.
• Proficiency in handling billing and invoicing processes.
• Familiarity with dispatching procedures and vendor management.
• Exceptional problem-solving abilities and attention to detail.
• Ability to work efficiently in a fast-paced environment.

Preferred Qualifications:

• Previous experience in a supervisory or leadership role.
• Knowledge of HVAC/Refrigeration/Maintenance systems and equipment.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars - Environment, Sourcing and Community - and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values - Care, Ownership, Respect and Excellence - guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits - these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.