Customer Experience Representative

Indigo; Coquitlam; On-site; CAD 32,000 - 42,000; Full time

Job summary

Indigo in Canada is seeking a Store Associate to cultivate a welcoming environment and connect customers with our books and lifestyle products. You will role model our values, engage customers through storytelling, and maintain store visual standards.

Ideal candidates are flexible, able to move around the sales floor, and committed to health and safety. Bilingualism is a plus, and candidates should be ready to contribute to a joyful shopping experience.

Qualifications

• Experience in specialty retail or a retail environment preferred but not required.
• Adaptability and a willingness to learn new things at the store.
• Commitment to creating an exceptional employee and customer experience.
• Ability to be mobile on the sales floor for extended periods.
• Flexibility to work evenings, weekends, holidays, and early mornings if required.
• Bilingualism (French/English) is required for all positions in Québec; other languages an asset.

Responsibilities

• Create a warm and welcoming environment in our stores.
• Add joy to our customers' lives and tell stories using our products.
• Engage and connect with customers on the floor and curate product collections.
• Ensure Visual Standards are followed and maintained.
• Contribute to an environment with a strong health and safety focus.
• Take accountability to respond to customer feedback and continuously improve.

Skills

Customer service

Retail experience

Bilingual (English/French)

Job description

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

• We Will Hire, Inspire, Promote and Retain the Best
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• We Will Be Systems Thinking, Data Driven and AI enabled

WHO WE ARE

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

• We Will Hire, Inspire, Promote and Retain the Best
• We Will Be Customer Centric
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• We Will Be Systems Thinking, Data Driven and AI enabled

Job Description

You’ll help to cultivate an environment that promotes authentic employee and customer experiences and are guided by our culture and mission of adding joy. You role model the Indigo Beliefs by being authentic, seeking inspiration and knowing your audience, and you influence your customers through the stories you tell; connecting them to our brand.

WHAT YOU’LL DO

• Create a warm and welcoming environment in our stores
• Add joy to our customers' lives
• Leverage our product to tell stories
• Engage and connect with our customers on the floor
• Curate specific product collections for each customer you meet
• Ensure Visual Standards are followed and maintained
• Role model Indigo’s High Performance Characteristics
• Seek information regarding new products, promotions and programs
• Contribute to an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers
• Take accountability to respond to customer feedback in a timely manner
• Hold self and others accountable
• Own self-development and provide continuous feedback to colleagues and Leadership Team
• Share ideas with Leadership Team on how to improve the employee and customer experience

Qualifications

• Experience in specialty retail or a retail environment preferred but not required
• Adaptability, flexibility and a willingness to learn new things and be exposed to all aspects of the store
• Demonstrated commitment to creating an exceptional employee and customer experience
• Ability to be mobile on the sales floor for extended periods of time
• Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
• Availability to work a flexible schedule, including evenings, weekends, holidays, overnights and early mornings (if required for the role)
• Bilingualism (French/English) is required for all positions in Québec; other languages an asset

Additional Information

Indigo utilise des outils d’intelligence artificielle (IA) pour soutenir certains aspects du processus d’embauche, comme la présélection et les évaluations. Ces outils aident notre équipe, mais ne remplacent pas les humains pour la prise de décision. Nous sommes déterminés à utiliser l’IA de façon responsable, équitable et conforme aux lois canadiennes en matière d’emploi et de droits de la personne. Nous examinons régulièrement ces outils pour aider à prévenir les préjugés ou la discrimination.

À Indigo, l’équité, la diversité, l’inclusion et l’accessibilité sont à la base de nos valeurs. C’est pourquoi nous avons mis en place de la formation, des politiques et des pratiques d’embauche qui changent de manière à refléter l’évolution des valeurs et des besoins des collectivités canadiennes. Nous accueillons et encourageons donc les gens de tous les milieux et de tous les vécus, y compris les personnes autochtones, noires et de couleurs (PANDC), les membres de la communauté 2SLGBTQIA+ et les gens qui ont un handicap à poser leur candidature. Des mesures d’adaptation seront fournies sur demande tout au long du processus de recrutement. Si vous avez besoin d’une telle mesure pendant le processus de recrutement, nous vous invitons à communiquer avec les Ressources humaines à [e-mail].

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti‑discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [e-mail].

We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.