Bilingual Customer Service Associate

GoodMorning.com Inc.; Edmonton; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

Vacation

Profit share

Equity package

Health, Dental, & Optical benefits

Employee Assistance Program

RRSP matching

Employee product discounts

Monthly Transportation Benefit

Job summary

GoodMorning.com Inc. in Edmonton, Alberta, is seeking a Bilingual Customer Service Associate. You will be the frontline for solving customer problems across our brands, handling phone, email, and live chat from first contact to resolution.

The role emphasizes understanding our products, turning upset customers into loyal ones, and maintaining detailed records. The position requires a high school diploma (bachelor's preferred) and 1 year of call center or high-volume service experience.

Qualifications

• Fluent in English and French (written and spoken).
• Experience in customer service or call center environments is a plus.
• Ability to manage multiple conversations and stay organized.

Responsibilities

• Know the GoodMorning product range to answer questions and recommend fits.
• Handle conversations across phone, email, and live chat from first message to resolution.
• Identify root causes, explain fixes clearly, implement and follow up.
• Process actions for a resolution: returns, refunds, exchanges, replacements, warranties.
• Coordinate with delivery carriers, warehouse, suppliers, and teams to resolve issues.
• Find solutions that fit the customer's situation and retain brand loyalty.
• Explain product comparisons to help customers make informed choices.
• Learn internal systems and tools used by the role.
• Keep customer records and notes accurate during interactions.
• Escalate issues when needed and use established processes.
• Apply appeasement authority within role limits and meet KPIs.

Skills

Bilingual English/French

Customer service

Communication skills

Education

High school diploma

Bachelor's degree preferred

Job description

Bilingual Customer Service Associate

GoodMorning.com Inc. Edmonton, Alberta, Canada

About this position

About Us

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!

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

• 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

Qualifications

• High school diploma minimum; bachelor's degree preferred
• One year of experience in a call center or comparable high-volume customer service role
• Written and spoken fluency in English and French
• 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