Customer Service Associate

GoodMorning.com; Edmonton; On-site; CAD 42,000 - 60,000; Full time

Benefits offered by this job

Health, Dental, & Optical benefits

RRSP matching (125%)

Profit sharing & Equity package

Employee discounts

Monthly transit benefit

Employee Assistance Program

Job summary

GoodMorning.com is seeking a Customer Service Associate to act as the frontline for solving customer problems across phone, email, and live chat. You will own issues from first contact to final resolution, explain fixes in plain terms, and coordinate with carriers, warehouse, and suppliers to ensure satisfaction.

The role emphasizes getting to the root of problems, maintaining accurate records, and escalating when needed, with a focus on turning frustrated customers into loyal ones.

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

Responsibilities

• Handling customer conversations across phone, email, and live chat, from first message to resolution.
• Knowing the GoodMorning product range to answer questions and recommend the right fit.
• 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 actions required for resolutions, 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.
• Learning internal systems and tools used by the role.
• Keeping customer records and internal notes accurate.

Education

High school diploma

Bachelor's degree

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!