Customer Service Specialist

Goodmorning com•Edmonton, AB

21d

About The Position

As a Customer Service Specialist you play a vital role in delivering world-class customer service by resolving complex inquiries, supporting frontline teams, and contributing to process improvement initiatives. This position requires a proactive, solutions-focused approach, strong communication skills, and a commitment to maintaining high customer satisfaction. Working closely with peers and the Customer Service leadership team, you will ensure exceptional service experiences across all customer touchpoints.

Requirements

3+ years of experience in a customer service role; call-center experience preferred.
Proficiency with CRM platforms (e.g., Freshdesk) and Google Suite tools.
Strong verbal and written communication skills, with the ability to adapt tone and style for different audiences.
Familiarity with KPI metrics and a results-oriented approach to achieving goals.
Ability to manage multiple priorities, work independently, and meet deadlines in a fast-paced environment.
Positive, professional attitude with a passion for providing outstanding customer experiences.
Exceptional problem-solving abilities to address and resolve customer challenges effectively.
Strong organizational skills to manage and track multiple inquiries and tasks simultaneously.
Analytical mindset to gather insights from customer feedback and data.
Collaborative attitude to work cross-functionally and share valuable insights.
Ability to coach and mentor team members to improve overall service quality.

Nice To Haves

Being bilingual in French is an asset, but not required.

Responsibilities

Acquire in-depth knowledge of company products and services to accurately address customer inquiries and challenges.
Respond promptly and professionally to customer inquiries across multiple channels, including phone, email, and chat.
Resolve complex customer issues as the designated, “Manager on Duty,” ensuring satisfactory outcomes and positive experiences.
Process customer orders, track shipments, and manage order-related inquiries to facilitate seamless transactions.
Identify opportunities to upsell or cross-sell products and services based on customer needs and preferences.
Maintain accurate customer records in the customer relationship management (CRM) system and ensure data integrity.
Gather and analyze customer feedback to identify trends and areas for improvement.
Collaborate with cross-functional teams to enhance customer service processes and overall customer satisfaction.
Contribute to the training and development of Customer Service Associates, providing guidance and support.
Participate in documenting best practices and recommending process improvements to elevate the team's performance.
Handle customer service during crisis situations or high-pressure events with composure and professionalism.