Job description
Here's what you'll be doing....
Provide a seamless customer service experience for online and in store customers going the extra mile to engage customers. Under the guidance of the eCommerce Manager collaborates with the eCommerce leads and other team staff to support all eCommerce workflows and goals.
In this role, you’ll be required to work a minimum of 25-40 hours weekly, including weekends and evenings.
In this role, you’ll be required to work a minimum of 25-40 hours weekly, including weekends and evenings.
Key Responsibilities include:
- Respond to online and in-store customer service queries
- Support all aspects of eCommerce business
- Customer service tasks include: Point of Sale (POS) refunds & exchanges, web order pickups, buybacks, review pending queries and update online customer communication order log
- Answer customer questions and handle complaints on the phone, by live chat and in person, provide appropriate solutions and alternatives; follow up to ensure resolutions
- Collaborate and cross-train with text department to provide support for digital textbook inquiries
- Highly resourceful team-player, with the ability to be extremely effective independently
- Other related duties as assigned
Education, Qualifications, and Experience:
- High school graduate
- Minimum 1 year customer support experience; or experience as a client service representative with order fulfilment experience
Knowledge, Skills, and Attributes:
- Excellent communication skills
- Active listener
- Experience with Microsoft Office programs notably Outlook and Excel
- Proficiency with communication and organizational tools such as Zoom, Basecamp and Hubspot
- Ability to adapt/respond to different customer personalities including dealing with complaints
- Strong attention to detail; promptness in carrying out tasks
- Collaborates well on a team; member proactively supports the whole team with positive attitude
- Commitment to continuous learning
- Values matter to you. You bring your whole self to work and you live our values of accountability, innovation, respect, and customer focus
About our Team:
With a bookstore on each University of Toronto campus and strong online presence and eCommerce, the U of T Bookstore provides many important services and products to the university community, including textbooks, general interest books, technology products, and U of T branded clothing, school supplies, and gift products.
About University of Toronto Press:
University of Toronto Press (UTP) is one of the largest university presses in North America, publishing landmark scholarship since 1901. Each year UTP releases over 200 new scholarly, course, and general interest books in both print and eBook format and over 45 journals. In addition, UTP manages the distribution for over 200 publishers and imprints in Canada, the US and around the world, with warehouses in Toronto ON and Buffalo NY. UTP also runs all of the University of Toronto Bookstores across the three main campuses, serving over 95,000 students and 15,000 faculty. For more information, please visit utorontopress.com.
As the leading university press in Canada and one of the largest in North America, we acknowledge our role and responsibility in effecting positive change. With this, we seek to continuously improve the diversity and representation of our publications and the clients we represent, as well as within the makeup of our organization. With strong commitment from leadership, we are collectively bringing forward change across the organization, both within our company culture and in our publishing, distribution, and retail endeavours. UTP operates with mutual trust, respect, and integrity as we strive to identify and remove barriers. We are committed to making UTP a great place to work by addressing and challenging systemic inequities.
As the leading university press in Canada and one of the largest in North America, we acknowledge our role and responsibility in effecting positive change. With this, we seek to continuously improve the diversity and representation of our publications and the clients we represent, as well as within the makeup of our organization. With strong commitment from leadership, we are collectively bringing forward change across the organization, both within our company culture and in our publishing, distribution, and retail endeavours. UTP operates with mutual trust, respect, and integrity as we strive to identify and remove barriers. We are committed to making UTP a great place to work by addressing and challenging systemic inequities.
Interested in applying?
We truly thank all applicants for their interest in joining the Press, only those candidates considered for an initial interview will be contacted.
The University of Toronto Press encourages applications from all qualified candidates. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact Human Resources at 416.978.2239 ext. 2255.
The University of Toronto Press encourages applications from all qualified candidates. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact Human Resources at 416.978.2239 ext. 2255.
Company
University of Toronto Press
Location
Bookstore, Downtown Campus
Opening Date
Nov 16, 2022
Starting Date
Dec 05, 2022
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