Online Billing & Support Agent - Seasonal Contract

Full-time

Department: Other

Employee Type: Contract

Full time/Part-Time: Full-Time

Compensation: up to CAD 20 - hourly

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifullydesigned lifestyle products, and the creative people who help make it all happen. We believein real books, living life fully and generously, being kind to each other and to the environment,and that stories — big and little — connect us. Indigo is our customer's happy place — for joyfulmoments of discovery and to connect with people who share their passion for reading, theirbelief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe inthe power of people and their stories. We aim to attract top talent, nurture the potential ofour employees, and create space for everyone to thrive. OurGuidingPrinciples are thefew key ideas that are meant to influence everything we do, every day.

We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s

We Will Be Data Driven – System Thinking – Entrepreneurial

We are Committed to True and Shared Value Creation

We Will Be Human-Centered and AI Enabled

We are Committed to Caring About Each Other, Our Communities, Our Environment

MISSION The Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone, live chat, and email with account and order concerns and general inquiries. In addition, tasks include recovery of failed settlements, chargebacks, billing related inquiries, refunds/adjustments and order status updates. The ideal candidate must have strong communication skills, a keen sense of customer service excellence and place a high value on attention to detail and accuracy.

KEY PERFORMANCE METRICS

Follow through on assigned tasks with efficiency and high quality

Maintain a high degree of accuracy when completing tasks

Customer Contacts handled per week

CSAT score on resolved incidents

KEY ACCOUNTABILITIES

Functional

Respond to general Customer Service inquiries, presenting customer-focused solutions in both a timely and positive manner to address, influence,



and resolve customer needs to their full satisfaction while balancing the impact to the business

Recover failed settlements

Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments

Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels

Provide phone and email support to our Customers, Stores and Customer Service Team

Investigate late orders using various tools and applications. Work with internal departments and external vendors for product updates and estimated shipping timeframes.

Follow through on assigned tasks with efficiency, accuracy and high quality

Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes

Proactively identify and anticipate customer expectations and needs

Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers

Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

Collaborate with others to drive flexible and iterative solutions, quickly and easily

Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself

Help others see the impacts of their efforts and proactively engage other functions to get input

Encourage others to freely share their point of view and be open to feedback

Cultural

Model Indigo’s beliefs and convey a positive image in everything you do

Celebrate diversity of thought and have an open mindset

Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes

Embrace, champion and influence change through your team and/or the organization

SCOPE

Reports to: Manager, Customer Service

Manager once Removed (MOR): VP, Customer Experience & eCommerce





KEY RELATIONSHIPS

Internal

Ability to work cross-departmentally building support relations with the Distribution Centre, Inventory Analysts, Information Technology, Marketing, Retail, Finance, Loss Prevention, Corporate Sales and Customer Service.

External

Work with vendors and financial institutions

Work Experience / Education / Certifications

Secondary School Diploma

2+ years Customer Service Experience

Employment is contingent upon the successful completion of a credit check.

Excellent communication skills, both verbal and written

Strong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities

Motivated and optimistic

Able to handle stressful situations involving irate customer escalations

Knowledge of Excel

Works well independently with minimal supervision

Detail oriented, with an emphasis on accuracy and quality

Call Centre experience an asset

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities.

If you require an accommodation during the recruitment process, please contact Human Resources at [email protected] .

We respect your privacy throughout the recruitment process.

Our Candidate Privacy

Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.

📌 Online Billing & Support Agent - Seasonal Contract (Winnipeg)
🏢 Indigo Books u0026 Music
📍 Winnipeg