About Company:
For over 115 years, Leon’s Furniture Limited (LFL Group) has been helping Canadians create homes they love. Founded in 1909 in Welland, Ontario, Leon’s has grown from a single furniture store into one of Canada’s largest and most respected retailers, serving customers in communities across every province.
Today, LFL Group is a proudly Canadian organization with a portfolio of trusted retail brands and businesses, including Leon’s Furniture, The Brick, Appliance Canada, TransGlobal, Midnorthern Appliance, and The Brick Mattress Store, along with a network of distribution, transportation, and corporate operations that support millions of customers nationwide.
Our continued success is built on the dedication of our people. We are committed to creating an inclusive workplace where every associate is treated with respect, provided with equal opportunities to grow, and supported through competitive compensation, comprehensive benefits, and ongoing career development.
As one of Canada's leading retailers, we continue to invest in our people, our brands, and our future. While the retail landscape continues to evolve, LFL Group remains focused on innovation, exceptional customer experiences, and building long-term careers for talented individuals who share our passion for excellence.
Whether you're just starting your career or looking for your next opportunity, you'll find a place to grow, make an impact, and be part of a company with a proud Canadian legacy and an exciting future.
About the Role:
The CC Associate FT Hourly position is a critical role focused on delivering exceptional customer service and support through various communication channels. The primary objective is to efficiently handle customer inquiries, resolve issues, and provide accurate information to ensure a positive customer experience. This role requires the ability to manage high volumes of interactions while maintaining professionalism and empathy. The associate will contribute to the overall success of the customer service team by adhering to company policies and continuously improving service quality. Ultimately, this position aims to foster customer satisfaction and loyalty by addressing needs promptly and effectively.
Minimum Qualifications:
- High school diploma or equivalent.
- Proven experience in a customer service or call center environment.
- Strong verbal and written communication skills in English.
- Ability to work full-time hours as scheduled, including flexibility for shift work if required.
- Basic computer proficiency and ability to learn new software applications.
Preferred Qualifications:
- Post-secondary education or relevant certifications in customer service.
- Bilingual proficiency in English and French.
- Experience using CRM systems and call center technology.
- Demonstrated problem-solving skills and ability to handle difficult customer situations.
- Knowledge of the company’s industry or products.
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, or chat.
- Identify and resolve customer issues by providing accurate information and appropriate solutions.
- Document customer interactions and maintain detailed records in the company’s CRM system.
- Collaborate with team members and other departments to escalate and resolve complex issues.
- Adhere to company policies, procedures, and quality standards to ensure consistent service delivery.
- Participate in ongoing training and development to enhance product knowledge and customer service skills.
Skills:
The required skills are utilized daily to effectively communicate with customers, ensuring their questions and concerns are addressed clearly and empathetically. Strong verbal and written communication skills enable the associate to convey information accurately and maintain professionalism in all interactions. Computer proficiency supports the use of CRM systems and other software tools to document cases and track customer history efficiently. Preferred skills such as bilingualism and advanced problem-solving enhance the ability to serve a diverse customer base and resolve complex issues more effectively. Continuous learning and adaptability are essential to keep up with evolving products, services, and customer expectations.
