Customer Service Agent, Customer Care Centre, Cannabis Operations

BC Liquor Distribution Branch Burnaby, BC Part-time, Temporary
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Job description

The Organization

At the Liquor Distribution Branch (LDB) our vision of ‘Service. Relationships. Results.’ is all about providing a valued service, building strong relationships with our stakeholders, and achieving greater results for the province. The LDB is one of two branches of government responsible for the cannabis and liquor industry of B.C. We operate the wholesale distribution of beverage alcohol and non-medical cannabis within the province, as well as the household retail brands of BC Liquor Stores and BC Cannabis Stores. We employ nearly 5,000 people in over 200 communities and have hundreds of career opportunities spanning our entire wholesale, retail and corporate operations – from supply chain logistics, to high-tech solutions, and everything in between. The LDB has been named one of BC’s Top Employers 12 times over for offering exceptional places to work, flexible work hours and earned days off, extended health and dental benefits, maternity and parental leave top-up payments, a pension program, in-house professional and leadership development, and subsidies for professional accreditation.

The Job

The Customer Service Agents for the Customer Care Centre (CCC), Cannabis Operations, are responsible for providing superior customer experiences. The Agents will be working with our customers by responding to their issues, concerns and requests for service. Agents will coordinate with our internal teams and customers, resolving customer issues within a timely manner via email, phone, etc. while bringing a positive attitude and being a great team player. The Agents are friendly, detail-oriented, passionate, professional and technology savvy team members who have the ability to create the finest experiences for our internal and external customers. Please review the attached job description for a complete list of duties, qualifications, and competencies. To be considered for this opportunity, applicants must submit a cover letter and resume clearly identifying how they meet the qualifications necessary for this position.

Enhanced security screening is required.

Please note: Auxiliary Customer Service Agents are expected to be available for daily recall. Auxiliary positions are on-call, which means that hours of work are not guaranteed and will be subject to availability. Auxiliary Customer Service Agents are pre-scheduled as much as possible, and are on-call up to 35 hours a week. Auxiliary employees can restrict availability upon approval from the Manager, Customer Care Centre. Please clearly indicate your daily availability in your application.

How To Apply

Apply online via Indeed. For complete details about this opportunity, including accountabilities, please refer to the details below. For specific position related enquiries, please contact Cisco Pacheco by phone, at 604-420-8600.

Qualifications

Education and Experience:

  • Minimum of two years recent*, related experience in a customer service capacity servicing internal and external clients/customers and successful completion of a certificate/diploma.
  • Preferred qualifications include:

Experience working in a call centre environment.

Cannabis knowledge, demonstrated through experience in the cannabis industry or courses from an accredited post-secondary institution

* Recent is defined as occurring within the last five years.

To be considered for this position, applicants must clearly indicate that they have the following:

  • Must be minimum 19 years of age.
  • May be required to work a variety of shift patterns; available to work a rotating roster, including evenings and weekends.

Knowledge of:

  • Working knowledge of CRM systems.
  • A high level of proficiency in Microsoft Word, Outlook and Microsoft Excel (utilization of formatting and formula functions, skills pertaining to linking documents and sheets and provide recommendations to automate manual processes).
  • Working knowledge of Cannabis and educated in consumer trends and current industry.
  • Efficient and internet savvy applications encouraged.

Skills & Abilities

  • Demonstrated strong skills in time management, organization and communication.
  • Excellent verbal and written communication skills.
  • Ability to establish good working relationships both internally and externally in a team environment.
  • Proven ability demonstrating strong attention to detail, the ability to work independently, work under pressure to meet deadlines, an aptitude for multitasking and strong follow up skills
  • Demonstrated ability to apply and interpret policies/practices.
  • Ability to resolve day to day client concerns while meeting or exceeding expectations and maintaining a high level of customer service.
  • Able to thrive is a fast paced environment where change is a constant.

Job Types: Part-time, Temporary

Salary: $23.50-$26.50 per hour

Part-time hours: 35 per week

Job Types: Part-time, Temporary

Salary: $23.50-$26.50 per hour

Additional pay:

  • Overtime pay

Schedule:

  • 10 hour shift

Education:

  • Secondary School (preferred)

Experience:

  • customer service: 1 year (preferred)