Customer Service Associate

GoodMorning; Edmonton; Hybrid; CAD 38,000 - 48,000; Full time

Benefits offered by this job

Benefits package

RRSP matching

Transit benefit

Employee discounts

Profit sharing

Job summary

GoodMorning is hiring Customer Service Associates to serve as the frontline for solving customer problems across phone, email, and live chat. You will own issues from first contact to final resolution, explaining fixes in plain terms and ensuring follow-up to confirm success.

This role requires 3+ years in high-volume customer service, a high school diploma (bachelor's preferred), and the ability to work across our product range to recommend the best fit.

Qualifications

• High school diploma minimum; bachelor's degree preferred.
• Three years of experience in a call center or comparable high-volume customer service role.

Responsibilities

• Handle customer conversations across phone, email, and live chat from first message to resolution.
• Get to the root of a problem, explain the fix in plain terms, and confirm it worked.
• Process actions required by a resolution (returns, refunds, exchanges, replacements, warranty claims).
• Coordinate with delivery carriers, the warehouse, suppliers, and other teams to move issues to resolution.
• Keep customer records and internal notes accurate as you go.
• Escalate issues when necessary and use appeasement within approved authority.
• Hit KPI targets set for your level.

Skills

Customer service

Multi-channel support

Problem solving

Communication skills

Education

High school diploma

Bachelor's degree preferred

Tools

CRM software

Order processing systems

Job description

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
• 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

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!