Discover
The Opportunity
Reporting to the Manager, Service Excellence Centre, The Customer Experience Agent is responsible for providing support to the retail store network, head office employees, and external customers including licensees and agency stores. This includes supporting their use of technology in performing and enhancing business functions, identifying and resolving desktop and business process problems, answering general inquiries, and facilitating access to a range of business information and reports. The Customer Experience Agent will also be required to act as a decisive communication liaison with external vendors to ensure our customers are supported during critical times. Customer Experience Agents must also be available for on-call shift rotation for after-hours support as required
What you'll do
Responsibilities
Essential Responsibilities:
- Be the first point of contact for incoming calls, emails and web-based inquiries from all internal and external NSLC customers and vendor partners
- Triage internal and external customer inquiries to determine correct escalation points, and ensure resolution
- Escalate customer feedback to Account Managers and Supervisor on a timely basis
- Follow-up within established timelines, guidelines, and service level agreements
- Educate external customers to support their understanding of processes and products; support their inquiries and path to purchase when necessary
- Support internal customers in their use of technology by resolving issues or escalating them to vendor partners or to other IT support staff
- Process product orders, communicate promotions, up-sell and cross sell, until Agency and Licensee community have fully transitioned to online ordering
- Troubleshoot all licensee and agency store product orders
- Review the status of both alcohol and cannabis on-line orders, investigating and resolving any order issues, including breakage and product returns
- Process refunds and other transactions; monitor and balance pre-authorized credit card transactions, and generate nightly summary report
- Analyze call data using appropriate software and ensure that any patterns or issues are escalated to the appropriate resource
- Interact with customers through a variety of communication channels, chat, phone, email and in person
Secondary Responsibilities:
- Build and maintain customer relationships with the retail network, head office/DC, and agency stores and licensee community
- Dedication to continuous improvement and customer service excellence
- Stay current in NSLC's policies and programs, well confidently articulating product knowledge
- Participate in special projects
- Create, edit and revise training and business process manuals as required
- Contribute to the achievement of Business Unit objectives and achieve personal goals
- Contribute regularly to ongoing process and service improvements
- Be available for on-call shift rotation for after-hours support as required
- Maintain a high level of product knowledge; participate in monthly product knowledge training and leverage other available resources
- Demonstrate commitment to the NSLC's social responsibility mandate and our Values
- Demonstrate commitment to workplace health and safety
- Perform other related duties as assigned
What you'll need
Qualifications
As a qualified candidate, you will have:
- Diploma or certificate in a relevant discipline
- 2 years' experience providing excellent customer service in a retail environment, contact centre, hospitality or tourism
- Strong working knowledge of the NSLC's service standards
- Willing to work shift work between Monday - Saturday 8am to 8pm.
As an ideal candidate, you will also have:
- Experience in the beverage alcohol industry
- Strong computer literacy in a Windows based environment
- Experience troubleshooting general desktop issues
An alternate combination of education and experience may be considered equivalent.
A little bit about us
Nova Scotia Liquor Corporation (NSLC)
Be Part of Something Good - Our people are the heart of what we do, why we do it, and are the key to our ongoing success
Since 1930, we have come together for the good of this beautiful province we call home. The NSLC manages the safe and responsible sale of beverage alcohol and cannabis in Nova Scotia. We contribute to the good of our province with responsible sales, the impact we have on the communities we serve and by the financial contribution we make that helps create a stronger Nova Scotia. We are committed to improving the well-being of our customers, employees and communities across the province. For more information about the NSLC, please visit our website.
A diverse team equals success When our team members bring their true selves to work, we celebrate. We know that diversity of thought, identity,culture,and background makes for an innovative and successful team. If you require accommodations for an interview or need support in applying, please contact us at [email protected]
Are you interested?
Work With Us
If you are interested in being considered for this role please apply online no later than 11:59pm on October 4, 2022.