Job Description

Napoleon Home Comfort is a premier destination for high-quality home comfort solutions, featuring a 15,500-square-foot, state-of-the-art showroom and a full product portfolio. From expertly designed home comfort displays to hands-on culinary demonstrations, special events, and personalized in-home design consultations, we create engaging experiences throughout our trading area—bringing innovation, lifestyle, and comfort together and helping every customer experience the difference experience makes.

Title: Customer Experience Representative, NHC

Reports to: Business Support Manager, NHC

Location: Napoleon Home Comfort #24 Napoleon Rd., Barrie ON (On-site)

Hours of work: Varied days, evenings, weekends

Job Purpose: The Customer Experience Representative serves as the primary point of contact for customers, providing a welcoming and professional presence at the front reception desk. This position is responsible for delivering exceptional customer service while supporting a broad range of showroom operations, including sales order processing, service coordination, merchandising, and administrative functions. This role ensures seamless customer experience and contributes to the overall efficiency and presentation of the store.

Key Responsibilities and Accountabilities:

• Greet and direct customers to appropriate areas within the showroom
• Answer, screen, and redirect incoming calls; schedule pickups and service calls as needed
• Respond to customer inquiries via phone and email in a timely and professional manner
• Conduct customer follow-ups for service issues, pickups, or post-sale support
• Process customer credit card forms and associate purchase requests
• Enter sales orders into the system, scan documents, and upload them to internal records
• Arrange customer pickups and maintain the pickup schedule spreadsheet
• Assist with basic accounting: count cash, perform opening/closing procedures, make cash drops, and process refunds
• Support AR reports by helping resolve or close outstanding orders
• Maintain and update forms such as gift certificates, waivers, and signage templates
• Train the new front desk or reception staff
• Create signage and price tags using Canva for showroom products and décor
• Merchandise and maintain home décor displays with a creative, interior design–inspired approach
• Unpack, barcode, and price new décor inventory, update showroom displays seasonally
• Track inventory levels and restock showroom items (e.g., spices, accessories)
• Maintain and organize backroom storage and seasonal décor
• Keep the reception area, showroom, and coffee bar clean and welcoming
• Bake cookies and prepare coffee daily for customers
• Monitor coffee bar supplies and submit supply requests as needed
• Scan and organize delivery slips and update schedules accordingly
• Collect and distribute mail from external vendors
• Build gift baskets for showroom or charitable events upon request
• Attend décor trade shows as needed to assist with product selection

Education and Experience:

• High School diploma/GED
• College Diploma in Business/Admin considered an asset
• Merchandising certificate or 2 years' experience in merchandising a retail space for four seasons an asset
• Minimum 2 years' experience in customer service, reception, or retail environment
• Intermediate level skills in Microsoft Office Suite (Excel) for tracking and reporting

At Napoleon, we believe in creating an environment where our Associates can thrive personally and professionally. Here’s what you can look forward to when you join our team:

Benefits, Health, Well-being & Support

• Comprehensive health, dental, vision, and life insurance coverage – 100% of premiums paid by the Company!

• Long Term Disability Protection

• Well-being support programs and virtual medical visits

• Employee & Family Assistance Program for mental health and well-being (EAP)

Career Growth & Development

• Training Allowance and continuous learning opportunities and programs

• Leadership development and mentorship programs

• Clear pathways for advancement

 Culture & Community

• Appreciation events, raffles, and team building activities

• Napoleon Cares – A fund sponsored by Associates to help Associates in times of need

 Financial Security

• Competitive total compensation package, inclusive of bonus opportunity

• Retirement savings plan with matching Company contributions (RRSP/DPSP)

• Exclusive Associate discounts on our award-winning products

Artificial Intelligence Disclosure: As part of our commitment to transparency and fairness in hiring, we disclose that automated tools, including artificial intelligence (AI), may be used to support parts of the recruitment process. This may include functions such as resume parsing, candidate ranking, or initial screening. These tools do not make final hiring decisions but may assist Talent Acquisition in evaluating applications. AI tools used may include systems based on algorithms, statistical models, or machine learning.

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

We thank you for your interest in The Napoleon Group of Companies and for participating in our competition.  Only those candidates selected for consideration will be contacted.