Customer Experience Professional

About Opus Art Supplies:

At Opus, our mission is to support, grow, and advance the visual arts in our community. We believe that creativity is universal, and our core beliefs are centered on the natural principles to Create, Connect, Grow, and Evolve. For more than 50 years, we have been proud to have artists serve artists with care.

We are looking for a dedicated Customer Experience Qualified to join our Online Store at our Head Office location in Burnaby, managed by eCommerce & Customer Experience Manager Erika Gascon.

Goal:

As a Customer Experience Professional, your primary goal is to provide an exceptional personalized customer experience at the Opus online store, ensuring every customer has a GREAT experience. This position is perfect for someone who is passionate about the visual arts and enjoys connecting with the arts community in a meaningful way.

If you find satisfaction in guiding customers through their creative journey—whether that’s assisting with custom orders, finding the perfect product, or helping them reach their membership milestones—you’ll feel right at home. We are seeking an organized, proactive team member who understands that every interaction is a chance to build a meaningful connection. By sharing your expertise through genuine consultation and creative guidance, you will create exceptional, personalized experiences that drive our retail goals, grow our membership program, and create repeat business.

Results:

Store daily sales goals are met or exceeded, all customer interactions are responded to within 24hrs, all chats within one minute, each phone call is picked up and daily targets are consistently met or exceeded. We want to ensure 80% of customers are signing up for a membership that includes marketing based on our Strategic Plan.

Key Responsibilities

As a Customer Experience Professional, you are the face of our online store and the primary guide for our creative community. Your responsibilities include:

- Operational Excellence: Be at your desk by 8:00 AM, ready to engage with customers across all platforms (chat, apps, email, and phone).



Manage the full transaction lifecycle—from order placement to final delivery—while maintaining accurate, timely financial records to support month-end reporting.
- Customer Engagement: Provide personalized, consultative guidance. Actively share resources such as demos, articles, and videos. Introduce new customers to the Opus Membership program and educate our current Members on the perks of the program tailored to their needs. Showing them what their advantages are when they receive marketing from us, sampling advance notifications of new products, as well as a cash back on the key products that they will need to be successful.
- Product & Service Expertise: Leverage your deep knowledge of Opus products to provide tailored recommendations. You will share this knowledge gleaned through our staff training your personal experience and deep understanding of our strategy and website features. You will offer comprehensive support for custom services, assisting customers through initial consultations, custom orders, and ready-made selections. Customer Experience Professionals use this knowledge and the Strategic plan to implement cross-sells, product pages and work with marketing to ensure product descriptions and images are correct.
- Team Collaboration: Follow the Customer Experience Coordinator’s direction on daily priorities. Support the team by ensuring readiness, directing inquiries to appropriate departments, managing breaks based on customer volume and being aware of stock levels supporting our strategy. Leaders can be key holders in the absence of a Store Manager or Coordinator.

Who We Are Looking For: Ideal team member. You should be trustworthy, cooperative, a good listener, organized, reliable, compassionate, and possess a sincere enthusiasm and willingness to learn.

You will also be expected to practice our C.A.R.E. habits in all interactions:

Cultivate:



Continuously deepen your product knowledge to provide confident, expert level recommendations across all digital channels

Attention: Be meticulously focused on the details of every customer request and digital transaction. Pay close attention to order notes, preferences, and inventory levels across the business, ensuring every communication—from product advice, to order updates—is precise, personalized, and reflects the Opus standard of care.

Responsiveness:Be the reliable voice of Opus. Prioritize efficient, timely engagement via chat, email, and phone, ensure every customer feels supported from their first click to delivery..

Empathy:Listening with care. Recognize that behind every online order is a creator–whether framing, gifting or making– and treat every interaction and situation as an opportunity to build connection and support the arts community.

Compensation & Schedule

Weekly Schedule: 8-4:30 Monday-Friday

Hourly Wage:$20.75

What We Offer

Upon successful completion of your 3-month probationary period, you will be eligible for our comprehensive benefits package, which includes:

Extended Health and Dental coverage (Canada Life Insurance).

Paid Vacation starting at two weeks (4% of gross wages) and increasing with tenure.

After completing 1 year: an $300 annual Personal Development Allowance for courses outside of Opus (e.g., painting, pottery, yoga).

Generous Staff Discounts on products and services for your personal use.

Participation in the RRSP Payroll Deduction Program (with an additional 10% company contribution after 5 years of service).

Long-term Recognition Awards starting at $500 after 5 years.

How to Apply: Please submit your resume and a brief cover letter outlining your experience and why you would be a great fit for our eCommerce team at Opus Art Supplies.

Pay: $20.75 per hour

Benefits

- Casual dress
- Dental care
- On-site parking
- RRSP match
- Store discount

Application question(s):
- Experience with Shopify?
- Experience updating websites?
- Experience in a high call volume environment or customer facing office experience?

Work Location: In person

📌 Customer Experience Professional (Burnaby)
🏢 Opus Art Supplies
📍 Burnaby