Customer Service Agent

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Aplin is excited to partner with our long-term client to hire 5 Customer Service Agents in Edmonton, Alberta. This is a full-time, in-office position, so we are only accepting applications from candidates located in the Edmonton area. They offer $100 monthly for parking or public transit and other great benefits outlined below.

About the Company
Our client is a Canadian company known for developing innovative, award-winning direct-to-consumer brands that resonate with customers across North America. With hundreds of thousands of products delivered over the past decade, they continue to challenge traditional consumer markets by offering quality products at exceptional value.

The company fosters a dynamic, entrepreneurial environment where fresh ideas, personal accountability, and a drive to achieve results are encouraged. It’s an opportunity to be part of a growing business that values innovation and making a meaningful impact on the customer experience.

About the Role
As a Customer Service Agent, you will play an important role in delivering an exceptional customer experience across a diverse range of brands. You will manage customer requests from start to finish, ensuring questions are answered, concerns are addressed, and solutions are delivered in a timely and professional manner.

Through phone, email, and live chat, you will assist customers with everything from product inquiries to more complex issues requiring investigation and collaboration with other teams. You will work closely with internal departments and external partners to find effective solutions, follow through on outstanding concerns, and build lasting customer relationships.

The ideal candidate is an experienced customer service professional who thrives in a fast-paced environment, manages multiple priorities effectively, and takes pride in resolving problems rather than simply closing tickets.

Key Responsibilities

• Respond to customer inquiries through phone, email, and live chat across multiple brands.
• Take ownership of customer issues from initial contact through to confirmed resolution.
• Develop a strong understanding of the company’s products to answer questions, recommend suitable options, and explain product advantages.
• Investigate customer concerns and clearly communicate solutions, next steps, and outcomes.
• Process returns, refunds, exchanges, replacements, and warranty claims.
• Coordinate with delivery carriers, warehouse teams, suppliers, and internal departments to resolve issues efficiently.
• Identify practical solutions tailored to individual customer needs while supporting customer retention and brand loyalty.
• Maintain accurate customer records, case notes, and internal documentation.
• Learn and navigate internal systems, tools, and established workflows.
• Recognize when issues require escalation and ensure they are directed to the appropriate team.
• Exercise appropriate judgment when offering customer appeasements within established guidelines.
• Follow company procedures while identifying opportunities to improve processes and the customer experience.
• Meet established performance targets and key performance indicators (KPIs).

Qualifications & Experience

• Minimum high school diploma; a bachelor’s degree is considered an asset.
• At least three years of experience in a call centre or comparable high-volume customer service environment.
• Strong verbal and written communication skills, with the ability to explain solutions clearly and professionally.
• Demonstrated problem-solving skills and a customer-first approach.
• Ability to manage multiple customer conversations and competing priorities in a fast-paced environment.
• Confidence handling difficult conversations and resolving customer concerns with professionalism and empathy.
• Strong organizational skills and attention to detail.
• Comfortable learning new technology, systems, and product information.
• A proactive, accountable approach with the ability to work independently and as part of a team.
• A results-oriented mindset and the ability to meet performance expectations.

Compensation & Benefits

• Competitive vacation package.
• Profit-sharing and equity opportunities.
• 100% employer-paid extended health, dental, and optical benefits.
• Employee Assistance Program (EAP).
• 125% RRSP matching.
• Employee product discounts.
• Monthly transportation benefit toward public transit or parking.

At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers. Accommodation is available upon request throughout all stages of the recruitment process.

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