About this role
*About Alberta Boot Company*
Founded in 1978, Alberta Boot Company is Western Canada's last remaining Western boot manufacturer, crafting Goodyear-welted boots by hand in our Calgary factory. We are the Official Boot of the Calgary Stampede and the trusted supplier of the RCMP Strathcona High Brown boot since 1999. Every pair we make carries nearly five decades of heritage craftsmanship ? and we're looking for a *Customer Service Representative* to make sure every customer who reaches out to us gets the same level of care.
*The Role*
The Customer Service Representative is the first point of contact for Alberta Boot Company's customers ? online, over the phone, and by email. You'll answer inbound calls, triage returns and ecommerce orders, respond to general inquiries, and provide best in class customer service.
This is a hands-on role for someone who can move between phone lines, order systems, and cross-functional follow-up with warehouse, ecommerce, retail, and production ? and who takes ownership of every case until it is closed.
*Key Responsibilities*
Customer Contact & Inquiry Management
* Answer inbound phone lines and respond to email and web inquiries within established response-time standards * Triage each inquiry by type and urgency ? returns, ecommerce orders, sizing and product questions, store and event information, and general inquiries ? and resolve or route it to the right team * Log every interaction in the CRM with accurate notes, status, and follow-up dates so any team member can pick up the file
Returns, Exchanges & Product Concerns
* Own the returns and exchange process from first contact to close: eligibility review, return authorizations, shipping labels, refunds, and exchanges * Gather photos and order details on product quality or fit concerns and escalate warranty or defect claims to production with complete information * Partner with the warehouse to confirm receipt and condition of returned product and process refunds or replacements promptly
Ecommerce Order Support
* Support online customers through the full order lifecycle: order status, edits, cancellations, address changes, payment issues, and delivery exceptions * Set realistic expectations on lead times given ABC's handcrafted production model, and communicate updates proactively * Resolve shipping issues with carriers, including delayed, lost, or damaged parcels, and answer questions on Canada/US cross-border orders, duties, and taxes
De-escalation & Issue Resolution
* Handle frustrated or upset customers with patience and professionalism ? listen, acknowledge the concern, and work toward a fair resolution * Resolve issues within approved limits for refunds, credits, and exceptions, and escalate cases that fall outside policy or authority * Follow every open case through to resolution and confirm the outcome with the customer
Product Knowledge & Brand Voice
* Build working knowledge of ABC products, materials, sizing and fit, boot care, and brand heritage to guide customers with confidence * Help customers choose the right size, width, and style, and connect them with the Beltline flagship or in-store fittings when that is the better option * Represent ABC's heritage-forward brand voice consistently across phone, email, and written communication
Reporting & Cross-Functional Collaboration
* Track contact volume, inquiry types, return reasons, and resolution times, and share trends with leadership * Flag recurring order, website, or fulfilment issues to the ecommerce, warehouse, and production teams * Recommend updates to policies, response templates, and FAQs based on customer questions and feedback
What We're Looking For
* 1?2 years of customer service experience in a call centre, ecommerce, or retail environment, ideally for a product-based or premium brand * Proven ability to de-escalate difficult conversations while keeping the customer relationship intact * Clear, friendly, and professional phone and written communicati