Customer Service Associate

GoodMorning.com Inc.; Edmonton; On-site; CAD 42,000 - 56,000; Full time

Job summary

GoodMorning.com Inc. is seeking a Customer Service Associate in Edmonton, Alberta, to be the customer-facing voice across our brands.

You will own issues from first contact to confirmed resolution, working across phone, email, and live chat to fix problems and keep customers satisfied. You will learn internal systems, document interactions accurately, escalate when needed, and apply appeasement within policy to turn frustrated customers into loyal brand advocates.

Qualifications

• Experience in customer-facing roles.
• Ability to handle phone, email and live chat.
• Strong problem-solving and communication skills.

Responsibilities

• Know the GoodMorning product range to answer questions and suggest fits.
• Handle customer conversations across phone, email, and live chat from first message to resolution.
• Get to root of problems, explain fixes clearly, execute the fix and follow up.
• Process actions required for a resolution (returns, refunds, exchanges, replacements, warranty claims).
• Coordinate with delivery carriers, the warehouse, suppliers and other teams to move issues to resolution.

Skills

Customer service

Multichannel support

Problem resolution

Job description

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