Service Ontario - Customer Support Specialist/Supervisor

Staples Canada•Strathroy-Caradoc, ON

3d•Onsite

About The Position

Staples Canada is partnering with ServiceOntario to offer essential government services within their store locations. This collaboration aims to streamline and enhance the customer experience by providing a range of ServiceOntario services, such as driver's license renewals and health card applications, within the familiar environment of a local Staples store. As a Customer Support Specialist, you will be the primary services specialist, offering total services solutions to customers. Your role involves problem-solving, answering questions, and ensuring all customer needs are met, including anticipating them based on the services provided. You will also handle escalated customer interactions with professionalism and tact.

Requirements

Engage with customers in a friendly and professional manner and resolve customer concerns in a diplomatic manner.
Communicate with customers effectively using a variety of mediums.
Ability to plan, organize and prioritize to effectively serve our customers.
Ability to work effectively with ongoing distractions is necessary.
Attention to details to ensure accuracy of form completion.
Use software such as Microsoft Office, database programs and the Internet to access and retrieve information; to prepare correspondence and reports; and to conduct research.
Arithmetic skills to calculate fees, collect and balance monies for the sale of publications, products and services, and to balance, close off a department and prepare reports and deposits.
Minimum of 18 years of age at the time of hire.

Nice To Haves

Bilingualism English/French is considered an asset.

Responsibilities

Ensure exceptional customer satisfaction with accuracy and professionalism while processing inquiries both in person and online, verbally or written.
Provide information and clarification to all requests including types of services, fees, and eligibility for services.
Provide interpretation of guidelines, directives and procedures related to products, programs and services.
Effectively process transactions while determining eligibility criteria have been met, accept proper forms of prescribed tender accurately.
Assist in the de-escalation and resolution of customer complaints, returns and exchanges, seek assistance of a leader where required.
Respond to customer inquiries related to questions within the store location.
Take opportunities to direct and assist customers in the total store experience.