Customer Services Assistant

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Position Summary:

Under the direction of the immediate supervisor, participates in the customer service and merchandising activities of the unit. Provides information regarding the unit’s policies, products and equipment and makes recommendations based on customer requirements. Provides customer services such as receiving payments, giving demonstrations, and prioritizing and processing requests for service.
Major Duties and Responsibilities:

• Greets customers and clients. Provides information on the unit's policies, products and equipment and makes recommendations based on customer requirements.

• Provides information on payment plans. Provides price quotations and application forms.

• Updates computerized databases concerning customers, warranties, service requests, prices and other information related to the activities of the unit. Completes order forms or requisitions for the sale or rental of products, services and equipment. Confirms availability and arranges delivery of products, services or equipment. Prioritizes customer requests.

• Follows up on orders and resolves problems relating to deliveries, billing, defective merchandise and outstanding orders. Determines need, returns merchandise to originator and verifies items upon receipt.

• Consults documentation and maintains liaison with appropriate internal and external resource persons to obtain and provide information on issues relevant to the activities of the unit, including government laws and regulations.

• Assists in preparing promotional materials and displays. Places orders and restocks sales and display areas. Removes returnable stock from displays and prepares it for return to supplier.

• Verifies charges and prices. Processes adjustments and sales in accordance with the unit's procedures. Handles cheque and cash payments and invoices remaining orders using a computerized billing system. May process refunds. Accepts payments, checks account numbers, balances cash and credit card batch sales daily.

• Assists in the counting of stock for inventory or ordering purposes and in the maintenance of sales, service or storage areas. Performs clerical duties related to the activities of the unit. Uses equipment such as a computer terminal, printer, telephone, calculator, microfiche, photocopier, fax machine and other office equipment.

The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed by an employee whose position has been matched to this generic job description.

Other Qualifying Skills and/or Abilities:

Customer focused and service-oriented – must enjoy communicating with customers. Demonstrated organizational skills, ability to multi-task to prioritize and meet deadlines. Accuracy and strong attention to detail. Excellent communication skills (written and spoken) and ability to clearly transmit, receive and prioritize information. Experience in a retail context providing customer support through phone calls, chat, email, and web tickets while documenting information into a web-based ticketing system an important asset. Proven ability to work independently and part of a team. Demonstrated ability to work in a PC environment using word processing, email, and spreadsheets. Ability to work evenings and weekends. Extensive experience in customer service. Experience with a retail environment a must. Experience in an online customer service environment an asset. English and French, spoken and written.

Minimum Education and Experience:

DEP - Office Systems 2 Years Related Experience / DEP - Secretarial Studies

Hourly Salary:

(MUNACA Level D) $25.42 - $31.51

Hours per Week:

33.75 (Full time)

Supervisor:

Customer Service Supervisor

Position End Date (If applicable):

Deadline to Apply:

2023-01-16

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected] .