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.

Benefits And Perks

Competitive compensation, vacation, profit share, and equity package

100% employer-paid extended perks - health and dental

Employee Assistance Program

125% RRSP matching (10% of salary, up to a maximum of $10k/yr)

Employee product discounts

Transportation Reimbursement

In this role, you will:

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

Our ideal candidate

High school diploma minimum; bachelor's degree preferred

One year of experience in a call center or comparable high-volume customer service role

Conflict management, including delivering a difficult message while protecting the customer relationship

Customer de-escalation and a working knowledge of customer service best practices

Adapting tone and approach across different customers and situations

Working to a deadline, both independently and as part of a team

Multi-tasking and organization across concurrent customer conversations

Proficiency with Freshdesk or a comparable CRM and customer service platform

Experience with Google Workspace (Docs, Sheets) is an asset

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📌 Customer Services Representative (Alberta)
🏢 GoodMorning
📍 Alberta