Customer Service Representative

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910 3rd Ave. S., Lethbridge, AB

Why Homes Alive Pets?

This isn’t your average pet store. Our stores are community hubs built on a belief in a higher standard for pet care – and our team is the reason why. We take a brand-agnostic, knowledge-over-upselling approach, focusing entirely on getting to know each guest and their pet, and empowering confident decisions.

Our mission is to add value to every life
. That means our guests and their pets, our co-workers, our brand partners and vendors, and our communities.

Job Title

Customer Service Representative

Direct Report

Store Manager

Department

Store Operations

Location

910 3rd Ave S Lethbridge, AB T1J 0H9

Summary

Customer Service Representatives are the first point of contact for our guests and strive to ensure every guest has a positive experience. This is a generalist role:
Customer Service Representatives operate the till, offer honest, brand-agnostic advice about products and pet care, stock shelves and manage overstock, and keep the store clean, organized, and welcoming.

The ideal Customer Service Representative has excellent communication and people skills, experience in guest service or a willingness to learn, and a passion for pets. Training in our products, pet care, and nutrition is provided.

Qualifications

Required

• Ability and willingness to repeatedly lift up to 50 lbs.
• Ability and willingness to work in the freezer (down to
  -18°C) for extended periods of time. Freezer jackets and equipment are provided.
• Ability and willingness to work at height, including operating the WAVE (a mechanical worker assist vehicle) to retrieve product. WAVE training is provided.
• Comfortable working around dogs and cats, as guests regularly bring their pets into the store.

Preferred

• Experience with dogs and/or cats, and knowledge of pet care and nutrition, especially raw food.

Skills & Attributes

• Positive & Hardworking Attitude
  . A willingness to go the extra mile to give every guest the best possible experience.
• Strong Communication
  . Ability to communicate clearly and confidently with guests and co-workers.
• Resilience
  . Ability to remain calm and navigate high-stress situations.
• Teamwork
  . Works collaboratively and pitches in wherever the store needs help.
• Time Management & Attention to Detail
  . Stays on top of tasks and completes them accurately.
• Trustworthiness
  . Handles cash, product, and guest information with integrity.

Job Responsibilities

Customer Service Representatives are responsible for a variety of store functions, including but not limited to:

Guest Service

• Greet guests, learn the needs of each guest and their pet, and offer honest, brand-agnostic advice focused on the right product rather than the upsell.
• Operate the till and accurately handle cash.
• Process returns and exchanges.
• Hand off Buy-Online-Pickup-In-Store and same-day orders, as needed.
• Help guests carry product out to their vehicles as requested.
• Assist with online order fulfilment as needed.

Stocking & Store Appearance

• Keep shelves fully stocked, clean, and organized.
• When shelf product runs low, restock from the back-of-store warehouse, rotating product first-in, first-out (FIFO).
• Keep overstock organized so product is easy to find and rotate.
• Organize and rotate frozen product in the warehouse and display freezers.
• Continuously check expiry dates and remove outdated product from shelves.
• Clean shelves and face product (arrange products in an organized and appealing manner).
• Ensure product information (e.g. price tags, sale and Petcoins signs) is visible and up to date.
• Place digital sales tags and replace their batteries as needed.

Store Operations

• Assist in completing opening and…