Customer Care Associate (part-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 CC Associate PT Hourly position is designed to support the customer care team by providing exceptional service and assistance to clients through various communication channels. This role focuses on resolving customer inquiries, processing requests, and ensuring a positive experience that aligns with company standards. The associate will play a critical part in maintaining customer satisfaction by accurately documenting interactions and escalating issues when necessary. Working part-time, the associate will contribute to the overall efficiency and effectiveness of the customer care operations. Ultimately, this role aims to foster strong customer relationships and support the company’s commitment to service excellence.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service or call center environment.
• Basic computer skills and familiarity with CRM software.
• Strong verbal and written communication skills.
• Ability to work part-time hours with a flexible schedule.

Preferred Qualifications:

• Experience with customer service in a retail or financial services setting.
• Proficiency in multiple languages.
• Familiarity with conflict resolution and de-escalation techniques.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Comfortable using various communication platforms such as phone, email, and live chat.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or chat.
• Assist customers with account information, product details, and service requests.
• Document all customer interactions accurately in the company’s CRM system.
• Identify and escalate complex issues to the appropriate department or supervisor.
• Follow up with customers to ensure resolution and satisfaction.
• Adhere to company policies and procedures while maintaining confidentiality.
• Participate in ongoing training to stay current with product knowledge and customer service techniques.

Skills:

The required skills such as strong communication and basic computer proficiency are essential for effectively interacting with customers and accurately documenting their needs. These skills enable the associate to provide clear, concise, and empathetic responses that enhance customer satisfaction. Preferred skills like multilingual abilities and conflict resolution techniques further empower the associate to handle diverse customer situations with confidence and professionalism. Time management and multitasking skills are crucial for balancing multiple inquiries and maintaining productivity during part-time shifts. Overall, these skills combine to ensure the associate can deliver high-quality service consistently and contribute positively to the customer care team.