Customer Service Representative

Help us boldly shape retail in Canada.
As the Financial Services segment of one of Canada’s most trusted and iconic retail brands, it is our mandate to continue to create innovative and rewarding financial solutions for our customers. Our growing suite of products and services showcase the dynamic contributions from our employees and our success is driven by a strong vision, loyal customers, and our ability to build teams that reflect the diverse customers and communities in which we live and work.

Join an award-winning team that dreams big and works together to provide Canadians from coast-to-coast the customer service they’ve come to count on. We are currently looking for individuals that are passionate about driving an exceptional customer experience and committed to going above and beyond to make that happen.

Both English and Bilingual roles are available. In our bilingual roles candidates will be required to speak both English and French fluently.

While our department hours vary, shifts will be primarily evenings and weekends; you must be available during these times to be considered.

The option to work remotely is available for applicants residing in Ontario.


What you bring:

We are looking for individuals who are:

• Customer focused, who go above and beyond to respond to the evolving needs of our customers.
• Solutions oriented and outcome focused, with a strong attention to detail.
• Team players with strong communication skills, who build relationships easily.

Roles we are currently sourcing for at the Canadian Tire Corporate Contact Centre:

Corporate Roadside Assistance Representative:

• Respond to a wide variety of requests from Canadian Tire Roadside Assistance, Home Services and Drivers Academy customers such as dispatching a service provider to provide roadside assistance, general inquiries on membership benefits/product features, enrolment, etc. which ultimately will build loyalty to the Canadian Tire brand.

Roadside Assistance hours of operation:
6:00 am – 11:00 pm, Monday to Sunday

As a condition of employment, our corporate positions are subject to the successful completion of a Criminal Background Check.

Roles we are currently sourcing for at the Canadian Tire Bank Contact Centre:

Bank Customer Service Representative:

• Handle a wide range of telephone inquiries in an effective and courteous manner. Inquiry types range from general account information such as balance, payment and purchase inquiries to more complex queries. The CRSR presents and educates customers on Canadian Tire Services.
• Limited offerings of the various portfolios (i.e. Financial Products, Loyalty Program, etc.) and attempts to retain insurance and account cancellation inquiries, while proactively promoting cardholder features and benefits.

Bank Customer Service hours of operation:
Monday to Friday 8:00 am – 8:00 pm
Saturday and Sunday 8:00 am – 6:00 pm

Bank Fraud Servicing Representative (Card Security):

• Inbound/outbound contact centre, focused on identifying suspected fraud and initiating appropriate actions to mitigate risk to the organization, while ensuring customer account(s) and personal information are managed in a professional and confidential manner.
• Reviews credit card applications with the goal of reducing CTFS exposure to fraudulent activity while completing review within acceptable established time frames.

Bank Card Security hours of operation:
Monday to Friday 8:00 am – 8:00 pm
Saturday and Sunday 8:00 am – 6:00 pm

Bank Credit Services Representative (Credit Services Group):

• Conduct primarily outbound calls to our customers, offering education, guidance and assistance in order to obtain a payment commitment.
• Ensure that information has been updated and recorded properly.
• Identify an appropriate payment plan to recover the past due amounts through effective questioning to determine individual financial situations.
• Build strong customer interactions using the Art of Communication model.

Credit Services hours of operation:
Monday to Friday 7:00 am – 9:00 pm
Saturday 8:00 am – 6:00 pm
Sunday 1:00 pm – 5:00 pm


*As a condition of employment, our bank positions are subject to the successful completion of the following pre-employment conditions:*

• Reference Check
• Credit Checks
• Criminal Background Check
• Sanctions & PEP Screening

While some experience is preferred, if you have a willingness to learn and can solve problems while keeping the customer top of mind, then this is definitely the place to be.

About Us:

At Canadian Tire Services Limited/Canadian Tire Bank, it is our mandate to continue to create innovative and rewarding financial solutions for our customers. Our growing suite of products and services showcase the dynamic contributions from our employees and our success is driven by a strong vision, loyal customers, and our ability to build teams that reflect the diverse customers and communities in which we live and work. Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging:

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

Accommodations:

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.