Rove Concepts, a contemporary home décor brand and eCommerce furniture retailer, is looking for a Customer Service Agent to join our growing team.

Our objective is to maximize sales opportunities through both showroom and eCommerce channels. At the same time, we answer customer requests in a prompt and respectable manner while maintaining a high level of service at every touch-point.

Kindly note that our operations are 7 days a week, including public holidays and weekends, all candidates are considered on open availability.

Scheduled working hours will accommodate 8:30 am - 5:00 pm PST.

What you will be doing:
As a Customer Service Agent, you will be part of the team that takes care of our customers. In this critical front-line role, you will be tasked with providing general support for customers involving things like store policy, shipping lead times, general product knowledge, brand information etc. through multiple channels including inbound and outbound phone calls, emails and live chats.

• Attending to inbound and outbound calls, live chats, emails,
• Providing excellent customer service clearly answering customers’ questions and providing accurate information and suitable solutions.
• Collaborating with the client care team members as well as the sales team on individual files to find the best solutions for the customers.
• Demonstrating conflict resolution and interpersonal skills in order to help deescalate customer issues while being empathetic in tone.

• Maximizing sales during key periods (aka. Black Friday).
• Dedicating your time to customer success; you will aim to always go above and beyond, and you won’t stop until you’ve found a great solution for our customers.
• Ensuring customers have a quick response time by staying on top of your assigned tickets, with same-day ticket review.

What you need to succeed:
The Customer Service Agent position is a customer-facing job that involves aspects of both traditional customer service roles and customer education and retention type roles. Candidates applying for this position should be comfortable dealing with situations in which customers can be upset or passionate from time to time.

• Extensive experience providing exceptional customer service in a contact center, retail or service environment.
• Motivated to meet personal and team sales goals
• Able to deliver sales and service excellence by demonstrating tenacity, persuasiveness, and strong interpersonal skills
• Proficiency with technology paired with excellent typing skills.
• Have strong reading, writing and communication skills.
• Have proficiency in speaking Spanish at a professional level.
• Care deeply about people support and enjoy having genuine human conversations.
• You are able to analyze data, utilize problem-solving skills, and recommend solutions
• Able to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment
• Call center experience is an asset

What we're offering:

• Rocketing growth – yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That's because we believe in developing, investing, and promoting from within
• Casual and open work environment

• Competitive salary and benefits package with 3 weeks’ vacation to start

• Working together with seasoned and driven entrepreneurs and entrepreneurial talent who truly strive to make a difference
• Working in a rapidly growing company where you benefit from flat structures and a highly motivated young team

Benefits:

• Extended health care
• Vacation & paid time off
• Vision care
• Dental care
• Smart / Casual dress
• Job Types: Full-time, Permanent
  
• Location: on site (False Creek)

Rove Concepts welcomes applications from all qualified individuals. We’re committed to employment equity and diversity in the workplace, and welcome applications from all individuals, including but not limited to members of visible minorities, persons of any gender identity or expressions, or any sexual orientation, Aboriginal persons, and persons with disabilities. If you want to be a part of our community then we're excited to hear from you!

** Only selected applications that meet the requirements of the role will be contacted **