About this role
MISSION
The Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone, live chat, and email with account and order concerns and general inquiries. In addition, tasks include 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 qualityMaintain a high degree of accuracy when completing tasksCustomer Contacts handled per weekCSAT score on resolved incidentsKEY ACCOUNTABILITIES
Functional
Respond to general Customer Service inquiries, presenting customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction while balancing the impact to the businessRecover failed settlementsEffectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustmentsEffectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channelsProvide phone and email support to our Customers, Stores and Customer Service TeamInvestigate 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 qualityAct as an advocate for the customer by placing them at the forefront of all decision-making and design processesProactively identify and anticipate customer expectations and needsEmbrace and seek out technology that creates high tech and high touch solutions for Indigo’s customersChallenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve themPeople
Collaborate with others to drive flexible and iterative solutions, quickly and easilyShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to get inputEncourage others to freely share their point of view and be open to feedbackCultural
Model Indigo’s beliefs and convey a positive image in everything you doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning, taking risks without the fear of making mistakesEmbrace, champion and influence change through your team and/or the organizationSCOPE
Reports to: Manager, Customer Service
Manager once Removed (MOR): VP, Customer Experience & eCommerce
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 Diploma2+ years Customer Service ExperienceEmployment is contingent upon the successful completion of a credit check.Competencies / Skills / Attributes
Excellent communication skills, both verbal and writtenStrong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting prioritiesMotivated and optimisticAble to handle stressful situations involving irate customer escalationsKnowledge of ExcelWorks well independently with minimal supervisionDetail oriented, with an emphasis on accuracy and qualityCall Centre experience an assetFlexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays) Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.
At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [email protected].
We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.
This posting is for a current opportunity within Indigo.