Remote Service Centre Advisor

Job description

Your role The MEC Service Centre (SC) is the contact hub for all MEC members. Our team provides genuine and personalized member experiences through phone, email and chat. As a remote Advisor in MEC's Service Centre you are empowered to be solution-oriented and think outside the box. You are a perfect fit for our team if you like problem solving and strive for the best possible member experience. You work independently from the comfort of your home processing inquiries and resolving concerns quickly and with a sense of urgency. Why MEC? MEC is more than a store, and we’re more than a place to buy hats and backpacks. We’re physical and digital hubs for the outdoor community. People connect here, through our stores, online channels, over the phone, or through one of our leading events, clinics or services. MEC is an equal opportunity employer. We’re proud to work with our people to create a diverse workplace, which accommodates individuals of all abilities, backgrounds and identities. We welcome and encourage applications from people with disabilities. Tell us what you need during the hiring process, and we’ll do our best to accommodate you. Why YOU? If you like working with an inclusive, hands-on, collaborative team, who connect people with quality products to encourage active outdoor lives, then this is the team for you. MEC is an awesome place if you’re always learning and trying new things, like bouldering, yoga or trail running! You are good natured and have a welcoming vibe. You’re outgoing and genuinely like helping people. You’re ready to ditch a hectic commute and work remotely from your home. You can work independently and are comfortable using technology that will connect you to our team in Vancouver. You have flexibility to work a variety of shifts from Monday to Sunday. Bonus points if you have call centre experience. SC Advisors are scheduled based on business needs. We are looking for Advisors who have 5 days per week availability (37.5 hrs per week), ideally Thurs-Mon. You must be available on Saturdays and Sundays for the first 3 months. Shifts will range from 6am to 5pm Pacific time.
The HOW You connect with members by sharing your passion for an active lifestyle. You ask open-ended questions to build loyalty with members, while demonstrating product knowledge and understanding their needs. You’re stoked to share MEC clinics, services and events. The leadership behaviors we look for at MEC – personal integrity and awareness, customer focus, initiative and character, team work and ability to develop self and others – are part of your skill set. The WHAT You are empowered to provide genuine and personalized member experience via phones, live chat, email, and any future channels, all from the comfort of your home. You support the eCommerce member experience through placing orders, setting up returns, and troubleshooting. You efficiently navigate through several programs, screens and applications to provide the best solution for our members. Product knowledge is important to MEC, we stand for our advice with a rock-solid guarantee. At MEC we love gear! You build relationships to create life-long members. Going the extra mile is not just something we do when backpacking. You connect with your SC team members through Microsoft Teams. Physical distance doesn’t matter, we are a collaborative and supportive group. You may be assigned additional projects, tasks and assignments as required. What great looks like You inspire members to be part of the MEC community through exceptional gear, product knowledge, member service, clinics and events. Members are the reason for everything we do, so we listen and respond to them We provide exceptional service in every interaction. You are ready to work remotely. You have a quiet, private space in your home where you can work without background noise. We are looking for remote agents in Quebec and Ontario exclusively. Basic knowledge of MMS is an asset. Additional requirements: Computer with external keyboard, headset and mouse, ideally you have two screens Microsoft 7 software or newer, or iOS operating system (el captain or newer) A secure, wired internet connection with a minimum upload speed of 25MPBS What we provide you: Benefits after 3-month probation period Starting wage is $16.75/hr. Bilingual agents are eligible for $1.00 premium on base hourly wage Reimbursement for internet will be discussed during the interview process Qualifications Skills Behaviors : Motivations : Education Experience

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