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:
As a full-time Customer Service Representative based in Canada, you will be the primary point of contact for our valued customers, ensuring their inquiries and concerns are addressed promptly and effectively. Your role is pivotal in maintaining high customer satisfaction by providing accurate information, resolving issues, and facilitating seamless communication between customers and internal teams. You will handle a variety of customer interactions through multiple channels, including phone, email, and live chat, demonstrating professionalism and empathy at all times. By understanding customer needs and company offerings, you will contribute to building long-term relationships and enhancing the overall customer experience. Your efforts will directly impact customer loyalty and the company’s reputation for exceptional service.
Minimum Qualifications:
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High school diploma or equivalent.
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Proven experience in a customer service role, preferably in a call center or client-facing environment.
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Excellent verbal and written communication skills in English.
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Ability to use computer systems and customer relationship management (CRM) software.
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Strong problem-solving skills and the ability to remain calm under pressure.
Preferred Qualifications:
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Post-secondary education or certification in customer service or related fields.
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Bilingual proficiency in English and French.
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Experience working in a remote or hybrid work environment.
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Familiarity with industry-specific software or tools relevant to the company’s sector.
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Demonstrated ability to handle high call volumes while maintaining quality service.
Responsibilities:
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Respond promptly and professionally to customer inquiries via phone, email, and chat.
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Resolve customer complaints and issues by identifying problems, researching answers, and guiding customers to appropriate solutions.
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Document all customer interactions accurately in the company’s CRM system to ensure continuity and quality of service.
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Collaborate with internal departments such as sales, technical support, and billing to address customer needs effectively.
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Provide feedback to management on recurring customer issues and suggest improvements to enhance service delivery.
Skills:
The required communication skills are essential for clearly understanding customer needs and conveying solutions effectively, ensuring positive interactions. Proficiency with CRM software and computer systems enables efficient tracking and management of customer information, which supports personalized service and issue resolution. Problem-solving skills are applied daily to analyze customer concerns and develop appropriate responses that satisfy both the customer and company policies. Preferred bilingual skills enhance the ability to serve a broader customer base, particularly in Canada’s diverse linguistic environment. Additionally, adaptability and time management skills help manage multiple tasks and maintain service quality during busy periods.
