Customer Service Associate

The Brick; Belleville; On-site; CAD 32,000 - 42,000; Full time

Job summary

Leon’s Furniture Limited (LFL Group) is seeking a Customer Service Associate to provide timely, accurate, and courteous support across phone, email, and chat channels. You will address inquiries, resolve issues, and guide transactions to ensure an exceptional customer experience.

You will stay informed about products and policies, collaborate with internal teams, and help build lasting customer loyalty. Bilingual English/French is a plus; strong communication and CRM skills are essential; retail

Qualifications

• High school diploma or equivalent.
• Proven customer service experience.
• Strong verbal and written English communication.
• Basic computer proficiency including CRM and MS Office.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Respond promptly to inquiries via phone, email, and chat.
• Resolve complaints by identifying problems and guiding solutions.
• Process orders, forms, and requests accurately.
• Maintain detailed records of interactions and transactions.
• Collaborate with other departments to escalate complex issues.
• Provide feedback on recurring concerns and improvements.
• Keep up-to-date with product knowledge and company policies.

Skills

Customer service

Multi-channel support

CRM software

English communication

Education

High school diploma

Post-secondary in business / communications

Tools

Microsoft Office

Job description

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 Customer Service Associate plays a pivotal role in ensuring customer satisfaction by providing timely, accurate, and courteous support to clients across various communication channels. This position is responsible for addressing customer inquiries, resolving issues, and facilitating smooth transactions to enhance the overall customer experience. The role requires a proactive approach to understanding customer needs and collaborating with internal teams to deliver effective solutions. By maintaining a positive and professional demeanor, the Customer Service Associate helps build lasting relationships that contribute to customer loyalty and company reputation. Ultimately, this role is essential in driving customer retention and supporting the company’s commitment to excellence in service delivery.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role or related field.
• Strong communication skills in English, both verbal and written.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office.
• Ability to handle multiple tasks and work in a fast-paced environment.

Preferred Qualifications:

• Post-secondary education in business, communications, or a related field.
• Bilingual proficiency in English and French.
• Experience working in a call center or retail environment.
• Knowledge of customer service best practices and conflict resolution techniques.
• Familiarity with Canadian consumer protection laws and regulations.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Resolve customer complaints and issues by identifying problems, researching answers, and guiding customers through solutions.
• Process orders, forms, applications, and requests accurately and efficiently.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Collaborate with other departments to escalate and resolve complex issues.
• Provide feedback to management regarding recurring customer concerns and potential improvements.
• Stay informed about product knowledge, company policies, and industry trends to assist customers effectively.

Skills:

The required communication skills enable the Customer Service Associate to clearly and empathetically interact with customers, ensuring their concerns are understood and addressed effectively. Proficiency with computer systems and CRM software is essential for managing customer data, tracking interactions, and processing requests efficiently. Problem-solving skills are applied daily to identify the root causes of customer issues and to develop appropriate solutions that satisfy both the customer and the company. Time management and multitasking abilities help the associate handle a high volume of inquiries while maintaining quality service. Preferred skills such as bilingualism and knowledge of industry regulations further enhance the associate’s capability to serve a diverse customer base and navigate complex service scenarios with confidence.