Customer Service Representative (full-time hourly)

About Company:

For over 115 years, Leon’s Furniture Limited (LFL Group) has been helping Canadians create homes they love. Founded in 1909 in Welland, Ontario, Leon’s has grown from a single furniture store into one of Canada’s largest and most respected retailers, serving customers in communities across every province.

Today, LFL Group is a proudly Canadian organization with a portfolio of trusted retail brands and businesses, including Leon’s Furniture, The Brick, Appliance Canada, TransGlobal, Midnorthern Appliance, and The Brick Mattress Store, along with a network of distribution, transportation, and corporate operations that support millions of customers nationwide.

Our continued success is built on the dedication of our people. We are committed to creating an inclusive workplace where every associate is treated with respect, provided with equal opportunities to grow, and supported through competitive compensation, comprehensive benefits, and ongoing career development.

As one of Canada's leading retailers, we continue to invest in our people, our brands, and our future. While the retail landscape continues to evolve, LFL Group remains focused on innovation, exceptional customer experiences, and building long-term careers for talented individuals who share our passion for excellence.

Whether you're just starting your career or looking for your next opportunity, you'll find a place to grow, make an impact, and be part of a company with a proud Canadian legacy and an exciting future.

About the Role:

The Customer Service Representative (Full-Time Hourly) plays a critical role in ensuring customer satisfaction by providing timely, accurate, and courteous support to clients across various communication channels. This position is responsible for addressing customer inquiries, resolving issues, and facilitating smooth transactions to enhance the overall customer experience. The role requires a proactive approach to problem-solving and the ability to manage multiple tasks efficiently while maintaining a positive and professional demeanor. By acting as the primary point of contact, the representative helps build and maintain strong customer relationships that contribute to the company’s reputation and success. Ultimately, this role aims to deliver exceptional service that meets or exceeds customer expectations, fostering loyalty and repeat business within the Canadian market.

Minimum Qualifications:

• High school diploma or equivalent.
• Experience in a customer service role, preferably in a retail environment.
• Excellent verbal and written communication skills in English.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office applications.
• Ability to work full-time hours with a flexible schedule, including potential shifts during evenings or weekends.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Resolve product or service issues by clarifying customer complaints, determining the cause, and providing appropriate solutions or alternatives.
• Process orders, forms, applications, and requests accurately and efficiently.
• Maintain detailed records of customer interactions, transactions, comments, and complaints in the company database.
• Collaborate with other departments to escalate and resolve complex issues in a timely manner.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Continuously update knowledge of company policies, services, and procedures to provide accurate information.

Skills:

The required communication skills enable the representative to clearly and empathetically interact with customers, ensuring their concerns are understood and addressed. Computer literacy is essential for navigating CRM systems and documenting interactions accurately, which supports efficient case management and follow-up. Problem-solving skills are applied daily to identify the root causes of customer issues and to develop effective solutions that satisfy both the customer and the company. Time management and multitasking abilities allow the representative to handle multiple inquiries simultaneously without compromising service quality. Preferred skills such as bilingualism and industry knowledge further enhance the ability to serve a diverse customer base and provide specialized assistance, contributing to a more personalized and effective customer experience.

Compensation:

The starting hourly rate for this position is $17.95.

Additional Information:

• Artificial Intelligence (AI) Use: Leon’s may use AI tools to support the recruitment and selection process (e.g., screening resumes, scheduling interviews). Final hiring decisions are made by our teams.
• We welcome applicants from all backgrounds and experiences. Accommodation is available on request for candidates taking part in all aspects of the recruitment process. Candidates with accommodation needs, please specify them with your application in the “Do you want to tell us anything else about yourself?” section.

How to Apply:

If you’re ready to bring your expertise and leadership to Leon’s, we’d love to hear from you.

Please email your application, including your CV and a short statement on why you would be a great fit for the role.