MISSION

The Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone and email in regards to customer and/or order related inquiries. In addition, tasks include fraud prevention, recovery of failed settlements, chargebacks, billing related inquiries, refunds/adjustments and order status updates. The ideal candidate must have strong communication skills, a keen sense of customer service excellence and place a high value on attention to detail and accuracy.

KEY PERFORMANCE METRICS

• Follow through on assigned tasks with efficiency and high quality
• Maintain a high degree of accuracy when completing tasks

KEY ACCOUNTABILITIES

Functional

• As part of fraud prevention, investigate high risk orders and identify unauthorized transactions and abuse
• Recover failed settlements
• Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments
• Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels
• Provide phone and email support to our Customers, Stores and Customer Service Team
• Investigate late orders using various tools and applications. Work with internal departments and external vendors for product updates and estimated shipping timeframes.
• Follow through on assigned tasks with efficiency, accuracy and high quality
• Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
• Proactively identify and anticipate customer expectations and needs
• Embrace and seek out technology that creates high tech and high touch solutions for Indigo's customers
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
• Help others see the impacts of their efforts and proactively engage other functions to get input
• Encourage others to freely share their point of view and be open to feedback

Cultural

• Model Indigo's beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
• Embrace, champion and influence change through your team and/or the organization

SCOPE

Reports to: Manager, Online Billing & Support

KEY RELATIONSHIPS

Internal:

• Ability to work cross-departmentally building support relations with the Distribution Centre, Inventory Analysts, Information Technology, Marketing, Retail, Finance, Loss Prevention, Corporate Sales and Customer Service.

External:

• Work with vendors and financial institutions

Work Experience / Education / Certifications

• Secondary School Diploma
• 2+ years of Customer Service Experience

Competencies / Skills / Attributes

• Excellent communication skills, both verbal and written
• Strong organizational skills with the ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
• Motivated and optimistic
• Able to handle stressful situations involving irate customer escalations
• Knowledge of Excel
• Works well independently with minimal supervision
• Detail-oriented, with an emphasis on accuracy and quality
• Call Centre experience is an asset
• Flexible schedule (Mon-Sun 9 am-11 pm ET, including Stat Holidays)

Other

• Successful candidates must complete a background clearance and credit check as part of the hiring process.

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at [email protected] if you require an accommodation at any time during the recruitment process.

WELCOME HOME

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

• We love books and all things beautiful
• We are Canada's Cultural Department Store
• Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

• We exist to add joy to our customers' lives each and every time they interact with us and our products
• Our job is to create joyful moments for our customers
• We treat each other the way we'd treat a valued friend
• We inspire each other to do our best work
• We seek to ignite creativity and innovation every day
• We give back to the communities in which we operate