Customer Experience Specialist

New Opportunity | Customer Experience Specialist

At It’s Time Promotions, we are always interested in connecting with top talent in our industry. Do you consider yourself an A Player who is looking to help others find their +? Are you committed to a high standard of service excellence and integrity in everything that you do? If so, a role at It’s Time Promotions may be for you.

About It’s Time Promotions

It’s Time Promotions is a promotional products company with two locations in Lloydminster and Provost, Alberta. We offer various services which include logo designing; apparel and product decorating with techniques such as embroidery and screen printing; and vinyl printing & application including vehicle decals, and vehicle wraps - all with production done in house. Additionally, we work with numerous vendors to quote, source, and sell various promotional items, signage, and so much more!

While the majority of It’s Time Promotions’ customer base is across Alberta, Saskatchewan, and Manitoba, we are proud to serve customers as far as Toronto, Alaska and Belgium. Our team consists of high caliber, fun loving, and hard working individuals who focus on achieving the best possible results for our customers and our team.

It’s Time Promotions is an award winning business and is proud to have received the following awards and nominations:

Best Embroidery Across Canada

Small Business of the Year in Lloydminster

(5 nominations) Most Innovative Company in North America

It’s Time Promotions Core Values

• Integrity | We believe in being honest and having good core values.
• Excellence | With fierce determination and accountability, we strive to be best-in-class, every time.
• Quality | Quality in everything we do is our number one priority.
• Gratitude | We remember to be thankful and to express our gratitude with appreciation, recognition, and acknowledgement.
• Realness | We speak our truth, from the heart, and we honor the teams and customers we serve.
• Brightness | We lead with confidence and optimism, celebrating learning along the way.
• Fun | Team building is important to us - we love our team members and we always have a blast together!

If these values speak to you and you would like to join our illustrious team then please read on…..

At It’s Time you will use key processes and systems to be successful. Each day is fast-paced, challenging, rewarding, and meaningful. You will ensure that deadlines are met, and exceed all customer expectations.

Our Approach

At It’s Time Promotions, we believe our strong focus on team collaboration differentiates us from other businesses in the promotional industry. Our team discusses strategies, systems, and processes of how best to improve our customers' experience.

It’s Time Promotions is always seeking for our team to learn and grow. In addition to our team regularly attending industry trade shows to increase their knowledge and contacts, our leadership meets with business coaches to learn and implement best practices and find ways for our business to improve.

Opportunity

This position is available at our office and production facility in Lloydminster, Alberta. It’s Time Promotions is looking for an enthusiastic and dedicated Customer Experience Specialist to enhance our customers’ experience, someone who can provide customer service such as answering phone calls, emails, and assisting walk-in customers. Duties include listening to customers needs, assessing problems, providing product recommendations, and creating quotes. This person will be encouraged to help drive sales at It’s Time Promotions, ensuring all steps of the customer buying journey are seamless.

Key Responsibilities

• Proudly and confidently answer phones, emails, & help with walk-in customers.
• Responding to customer queries in a timely manner, via phone, email, social media, or chat applications.
• Completing customer quotes and ensuring all criteria are met before sending.
• Follow our internal 24-hour quote call system on all quotes sent.
• Ensure customers are receiving the best product for their marketing dollars.
• Ensure customers are happy with the service, time frame, quality, and request reviews when appropriate. Analyze customer feedback, as well as prepare reports.
• Maintain proper time frames on orders and update customers regularly.
• Communicate with all team members.
• Actively participate in all assigned company training, coaching, goal setting and development sessions.
• Assist in systemizing as many areas as possible at It’s Time Promotions.
• Assist in brainstorming improvements at It’s Time Promotions.

Knowledge, Experience and Qualifications

• Sales or customer service experience.
• Excellent communication skills - both oral and written.
• Project management skills.
• Problem solving skills.
• Creativity and ability to provide merchandise solutions.
• Negotiation skills.
• Attention to detail.
• Prioritize and execute work under tight deadlines.
• Ability to participate positively in a team atmosphere.
• Class 5 Driver’s License.

Experience That Would be an Asset But is Not Required:

• Experience in the promotional products industry.
• Intermediate knowledge of design applications - CorelDraw or Illustrator.
• Understanding of decorating processesembroidery, screen printing, and promotional products

• Knowledge of vinyl processesvehicle graphics, small signage, vehicle wraps

• Intermediate knowledge of Google platformGmail, Google Drive, Google Docs, Google Sheets.

Physical Demands:

Most of the workday is spent at a station, using the computer and phone. But there are a few physical demands.

• Moving boxes, unpacking and repacking boxes (nothing over 50 lbs.)
• Ladders on occasion and heights up to 10 feet.
• Moving heavy rolls of vinyl.

It’s Time Promotions supports a diverse and inclusive work environment and welcomes applications from all qualified individuals. We value diversity in thought, background and experience, and our team members all bring different strengths and perspectives. All team members share the same passion - helping customers , employees, and the organization achieve greater results personally and professionally, individually and collectively. It’s Time Promotions works on building leaders, and we value a team that is outstanding in their field and passionate about supporting and respecting one another’s perspectives. We all succeed when the points of view of everyone on the team are respected and valued.

We encourage all qualified candidates to apply. We thank all applicants for their interest; however, only those candidates who are selected for an interview will be contacted.

To Apply *

*Fill out a job application on our website

https://itpromo.ca/careers/

Learn more about It’s Time Promotions here | https://itpromo.ca

Job Types: Full-time, Permanent

Salary: $20.00-$22.00 per hour

Benefits:

• Dental care
• Extended health care
• Life insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay
• Overtime pay

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (required)

Work Location: In person