Customer Care Representative – Store Support

About the role

Join Sobeys' Corporate Office in Calgary as a Customer Care Representative focused on supporting both customers and stores. You will handle inquiries across multiple channels, ensuring a high‑quality experience that reflects Sobeys' "customers & stores first" philosophy.

Key responsibilities

• Receive and triage customer inquiries via Omni‑Channel tools (Salesforce Service Cloud, telephony, live chat, social, chatbot).
• Prioritize cases according to established guidelines and assign them to the appropriate teams.
• Collaborate with cross‑functional partners to resolve issues promptly and accurately.
• Maintain detailed case records, categorising and rating inquiry types throughout the resolution process.
• Monitor key performance metrics and strive to meet or exceed targets.
• Escalate complex situations to the supervisor and flag emerging trends.

Required profile

• Strong verbal and written communication skills.
• Demonstrated ability to multitask, organise work and solve problems.
• Attention to detail and ability to meet deadlines.
• Comfort interacting with employees at all organisational levels.

Required skills

• Experience with Salesforce Service Cloud.
• Familiarity with telephone and support‑center processes.

What we offer

• Competitive total‑rewards package including health and dental benefits.
• Opportunities for growth within one of Canada’s largest grocery retailers.
• A supportive, inclusive workplace culture.