Customer Service Associate
- AB, Canada
- Edmonton, AB, Canada
Full-time
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Job details
- Job type
- Full-time
- Posting language
- English
- Posted
Original job description
About The Role
Customer Service Associates are GoodMorning's customer-facing voice and the front line for solving customer problems. You own each problem from first contact to confirmed resolution: working out what is wrong, explaining the fix in plain terms, making it happen, and following up to confirm it worked. You handle phone, email, and live chat across every brand in our portfolio, so no two conversations are alike, from quick answers to a difficult message an upset customer doesn’t want to hear. It suits someone who wants to fix the real problem rather than close the ticket, stays organized across several conversations at once, and treats a hard conversation as a chance to turn a frustrated customer into a loyal one.
What You'll Do
GoodMorning.com is a Canadian pioneer in the creation and growth of award-winning direct-to-consumer brands. Over the last decade, we have delivered hundreds of thousands of beloved products to customers across North America. And we’ve created an exciting, ownership-driven culture perfectly suited to intelligent, results-driven individuals. If you’re hungry to disrupt stale consumer industries with innovative new brands and products of exceptional value that customers love, then GoodMorning.com is the place for you!
Customer Service Associates are GoodMorning's customer-facing voice and the front line for solving customer problems. You own each problem from first contact to confirmed resolution: working out what is wrong, explaining the fix in plain terms, making it happen, and following up to confirm it worked. You handle phone, email, and live chat across every brand in our portfolio, so no two conversations are alike, from quick answers to a difficult message an upset customer doesn’t want to hear. It suits someone who wants to fix the real problem rather than close the ticket, stays organized across several conversations at once, and treats a hard conversation as a chance to turn a frustrated customer into a loyal one.
What You'll Do
- Knowing the GoodMorning product range well enough to answer questions and recommend the right fit
- Handling customer conversations across phone, email, and live chat, from first message to resolution
- Getting to the root of a problem, explaining the fix in plain terms, making the correction happen, and following up to confirm it worked
- Processing the actions a resolution requires, including returns, refunds, exchanges, replacements, and warranty claims
- Coordinating with delivery carriers, the warehouse, suppliers, and other teams to move an issue to resolution
- Finding solutions that fit the customer's situation and keep them with the brand
- Knowing how our products compare to competitors, and being able to make that case to a customer
- Learning the internal systems and tools the role runs on
- Keeping customer records and internal notes accurate as you go
- Recognizing when an issue needs to move up, and escalating it
- Using your appeasement authority within the limits set for the role
- Following established processes, and flagging better ones when you spot them
- Hitting the KPI targets set for your level
- High school diploma minimum; bachelor's degree preferred
- Three years of experience in a call center or comparable high-volume customer service role
- Competitive compensation, vacation, profit share, and equity package
- 100% employer-paid extended benefits - Health, Dental, & Optical
- Employee Assistance Program
- 125% RRSP matching
- Employee product discounts
- Monthly Transportation Benefit for public transit or parking
GoodMorning.com is a Canadian pioneer in the creation and growth of award-winning direct-to-consumer brands. Over the last decade, we have delivered hundreds of thousands of beloved products to customers across North America. And we’ve created an exciting, ownership-driven culture perfectly suited to intelligent, results-driven individuals. If you’re hungry to disrupt stale consumer industries with innovative new brands and products of exceptional value that customers love, then GoodMorning.com is the place for you!
More about this job
Responsibilities
Handle customer inquiries across phone, email, and live chat, taking ownership of issues through resolution and follow-up. Process returns, refunds, exchanges, replacements, and warranty claims; coordinate with internal teams and external partners while maintaining accurate records and meeting performance targets.
Requirements
A high school diploma is the minimum education requirement, and a bachelor's degree is preferred. Candidates need three years of experience in a call center or comparable high-volume customer service role.
Skills
- Customer Service
- Problem Solving
- Phone Support
- Email Support
- Live Chat Support
- Product Knowledge
- Product Recommendations
- Returns and Refunds Processing
- Warranty Claims
- Issue Resolution
- Customer Retention
- Cross-Functional Coordination
- Recordkeeping
- Escalation Management
- Process Improvement
- KPI Management
Benefits
- Vacation
- Profit Sharing
- Equity
- Health Insurance
- Dental Insurance
- Vision Insurance
- Employee Assistance Program
- RRSP Matching
- Employee Product Discounts
- Transportation Benefit
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Retail
Keywords
- Customer Service
- Call Center
- High-Volume Customer Support
- Phone Support
- Email Support
- Live Chat
- Customer Problem Resolution
- Returns
- Refunds
- Exchanges
- Replacements
- Warranty Claims
- Delivery Carriers
- Warehouse Coordination
- Supplier Coordination
- Customer Retention
- Product Knowledge
- Competitor Comparison
- Internal Systems
- Customer Records
- Escalation
- Appeasement Authority
- Process Improvement
- Key Performance Indicators
- Direct-to-Consumer Retail