JOB PURPOSE / SUMMARY

As a member of the Operations team, the Seasonal Operations Coordinator position is responsible for incoming and outgoing communications with customers based on our brand standards. Customers are defined as our ecommerce customers, our store Operators, store Managers, store Associates, and coworkers here at our Resource Centre.

This will be a hybrid role. The first 2 weeks will be structured as 4 days on-site at Calendar Club’s Resource Centre at 65 Silver St, 1 day remote. After the completion of the first 2 weeks, the schedule will change to 2 or 3 days per week on-site and work from home on the other days.

RESPONSIBILITIES

- Participate in and help to improve the Customer Care training program to support peak season needs.
- Responsible for providing exceptional service and support to our customers across all inbound channels (telephone, emails linked to tickets, and live chat).
- Help ecommerce and store customers navigate and find products on our customer facing website – calendarclub.ca.
- Help those working in our stores get accurate and timely answers to their questions through our ticketing system, store facing website calendarclubportal.ca, meetings and telephone systems.
- Process sales, refunds and returns, within service level agreement, to support excellence in Customer Service.
- Monitor and respond to customer feedback.
- Stay current on customer care-related trends to ensure the company continues to offer excellent customer care experiences.
- Help draft and proofread instructions and presentations.
- Analyze data as required using Excel and PowerBI skills.
- Update reports weekly and incoming communication channel greetings.
- Perform other relevant duties to support the company.

KPI’s
- Number of open tickets
- Initial customer response time
- Start to finish, resolution time

REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE
- Must be fluent in written and spoken English.



Bilingual in English and French is an asset but not required.
- Excellent oral and written communication skills.
- Post-secondary education in a related field is an asset.
- 1-3 years of experience in a role with equivalent responsibilities ideal.
- Familiarity with online order management.
- Experience using service desk ticketing software (Atlassian JIRA) is an asset but not required.
- Excellent computer knowledge, i.e. Microsoft 365 - Teams, SharePoint, Forms, Word, Excel, PowerPoint, etc.
- Professional with a friendly demeanor.
- Understanding what makes an unforgettable, positive, and negative customer experience.
- Ability to de-escalate and resolve customer concerns.
- Experience working in the retail sector is an asset.
- Enthusiastic and timely problem solver who puts the customer first.
- Experience with social media marketing and customer engagement.
- Meticulous attention to detail.
- Ability to quickly download and review data, clean it, and pass it on.
- Ability to work under pressure, organize, and prioritize responsibilities.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
- Work Monday to Friday 9 am to 5 pm with some overtime at times.
- Must be able to sit, stand, move to and from desk and printer, carry up to 30 lbs of binders and printed material to staging area.

CONFIDENTIALITY AND DISCRETION The incumbent must maintain the confidentiality of all company and customer information and must not discuss such matters outside of Paris Southern Lights Inc and Calendar Club of Canada. Tact and discretion must be used in all dealings with all coworkers, associates, vendors,



customers and potential customers to maintain a positive image of Paris Southern Lights Inc and Calendar Club of Canada. This Company is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.

Education

- Post-secondary education in a related field is an asset.
- 1-3 years of experience in a role with equivalent responsibilities ideal.

Experience:
- Fluent in written and spoken English. Bilingual is an asset (English and French) but not required.
- Excellent oral and written communication skills.
- Familiarity with online order management.
- Experience using service desk ticketing software (Atlassian JIRA) is an asset but not required.
- Excellent computer knowledge, i.e. Microsoft 365 - Teams, SharePoint, Forms, Word, Excel, PowerPoint, etc.
- Qualified with a friendly demeanor.
- Understanding what makes an unforgettable, positive, and negative customer experience.
- Ability to de-escalate and resolve customer concerns.
- Experience working in the retail sector is an asset.
- Enthusiastic and timely problem solver who puts the customer first.
- Experience with social media marketing and customer engagement.
- Meticulous attention to detail.
- Ability to quickly download and review data, clean it, and pass it on.
- Ability to work under pressure, organize, and prioritize responsibilities.

Work Location: 65 Silver St, Paris, Ontario + remote work 2 or 3 days a week depending on tasks to be completed. Pay: From $19.00 per hour

Benefits

- Casual dress
- On-site parking

Work Location: Hybrid remote in Paris, ON N3L 1T8

📌 Seasonal Operations Coordinator (Paris)
🏢 Calendar Club of Canada
📍 Paris