TGW Associate

About The Brick

The Brick has been helping Canadians create homes they love for more than 50 years. From our first store in Edmonton, Alberta, we have grown into one of Canada’s largest and most trusted retailers of furniture, mattresses, appliances, and home electronics, serving customers in communities nationwide.

Our continued success is built on the dedication of our people, many of whom have developed long and rewarding careers with The Brick. We believe in hiring people who want to learn, grow, and build a future with our company. We are committed to providing an inclusive workplace where every associate is treated with respect and supported through competitive compensation, comprehensive benefits, training, and opportunities for advancement.

About the Role

As a Bilingual Warranty Call Centre Agent, you will be an important point of contact for English- and French-speaking customers requiring assistance with product warranties, service requests, and claims.

This is an entry-level opportunity with training provided. No post-secondary education is required. We are looking for dependable, customer-focused individuals who are eager to learn and contribute to a supportive, team-oriented environment.

You will assist customers by answering questions, reviewing warranty coverage, documenting concerns, and coordinating next steps with stores, technicians, manufacturers, and service providers. Your commitment to providing timely and professional support will help create positive customer experiences and reinforce The Brick’s reputation for exceptional service.

Minimum Qualifications

• High school diploma or equivalent.
• Fluency in both English and French, with strong verbal and written communication skills in both languages.
• Ability to provide clear, professional, and empathetic customer service in English and French.
• Comfortable using computers and learning new systems.
• Strong attention to detail and organizational skills.
• Ability to follow established policies and procedures.
• Ability to manage multiple priorities in a fast-paced environment.
• Dependable, punctual, and committed to being part of a team.
• Willingness to learn and grow with the company.

Preferred Qualifications

• Previous call centre, customer service, or retail experience is considered an asset.
• Experience handling customer questions or resolving concerns.
• Familiarity with Microsoft Office or customer management systems.

Responsibilities

• Respond to customer inquiries in English and French by phone, email, and other available communication channels.
• Explain warranty coverage, claim processes, and available service options clearly and accurately.
• Create, review, and update warranty claims and service requests.
• Gather and verify customer, product, purchase, and warranty information.
• Coordinate service appointments, repairs, inspections, parts, replacements, and other approved resolutions.
• Communicate with stores, technicians, manufacturers, service providers, and internal departments.
• Maintain accurate and detailed records of customer interactions and follow-up activities.
• Monitor open service requests and follow up with customers and service partners as required.
• Identify and escalate complex, urgent, or unresolved concerns to the appropriate team.
• Handle challenging customer interactions with professionalism, patience, and empathy.
• Meet established quality, productivity, attendance, and customer service standards.
• Follow all privacy, security, and company policies.
• Participate in ongoing training and development opportunities.
• Stay informed about warranty programs, procedures, systems, and product updates.
• Support team members by sharing knowledge and contributing to a positive work environment.

Skills

• Bilingual customer service in English and French
• Clear verbal and written communication
• Active listening and empathy
• Problem-solving
• Conflict resolution and de-escalation
• Accurate data entry and documentation
• Time management and organization
• Attention to detail
• Basic computer proficiency
• Ability to learn new systems and procedures
• Teamwork and collaboration
• Adaptability in a fast-paced environment

If you enjoy helping people and are looking for an opportunity to join an established Canadian retailer, we would love to hear from you. Apply today and take the next step toward building your future with The Brick.