At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.

Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 28-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.

We’re looking for a Bilingual Customer Service Administrator to join our growing company and play a key role in our customer experience by ensuring each purchase ends in a smile!

This role will be supporting Customer Service, Online Sales and Reception at our office in Pointe-Claire - 59 Hymus / Monday-Friday 8:30am - 5pm

In this role you will:

• Exhibit effective communication with customers including customer phone calls, emails, voicemail responses, including some conflict management.
• Manage warranty claims, property damage claims and manifest queries
• Update customer’s files and various logs and complete
• Follow-up on outstanding files, warranty issues and inspections
• Respond to customer service related inquiries from the store associates and co-workers.
• Assist in preparing documentation for reports.
• Administer responses from Social Media and use applications such as Chat, Priority one and e-commerce.
• Contact e-commerce customers whose product is back ordered and offer a substitute item to secure delivery and offer any other related products to their purchase.
• Reschedule back ordered items.
• Contact self-serve white glove delivery customers to confirm their order before their delivery.
• Assist customers calling in to our lifestyle base line, troubleshoot and offer help to solve the issue and send the relevant lifestyle base warranty information to the manufacturer who will follow up with the customer.
• Take incoming calls via call centre software supporting various skillsets
• Assist with various requests from customers which include, warranty claims, property damages, e-commerce orders inquiry, refund updated and any other related questions
• Support the online sales team in busy times such as boxing day, black Friday, cyber Monday etc.
• Assist customers through their shopping experience
• Offer the complete sleep system by understanding client’s needs, products such as mattresses, accessories, adjustable bases etc. and completing the sale on line with them
• Provide reception coverage (lunch/late afternoon, vacation, etc..) which includes answering and directing calls, organizing and directing ingoing and outgoing mail/couriers, booking office meetings, greeting visitors (sign-in/badges)

The Qualifications and Experience we like to see:

• A high school diploma
• Any post secondary education? This is considered an asset, so it’s not mandatory!
• A minimum of 2 years’ experience in a sales and/or call center customer service environment
• Bilingualism (English/French) is mandatory
• Work in a fast paced environment and deal with a high volume of customer requests
• Employ advanced computer skills and be familiar with programs such as Microsoft Teams, Outlook, PowerPoint, zoom
• Problem solve effectively within company policies and guidelines
• Use tact and diplomacy at all times with internal as well as external customers

Why members of our Corporate team love working at Sleep Country Canada/Dormez-vous?:

• This is not a job but a CAREER with opportunities for growth and advancement
• Diverse and inclusive work environment
• We will invest in you and provide extensive training, mentoring and continuous development
• Access to our in-house learning platform with over 16,000 digital courses taught by industry experts in a variety of languages
• Full medical, dental benefits and a Deferred Profit Sharing Program
• Annual Wellness Credit for any products/services that improve your health and well-being, ie., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment!
• Associate Discount Program where you will be able to enjoy some of the world’s best sleep products
• Maternity/Parental leave top up benefits
• Tuition Reimbursement Program that covers professional AND personal development
• Long service awards, celebrations and other social events
• Associate Referral Program
• Paid day off to volunteer at your local charity of choice
• Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital

Commitment to Equity, Diversity, Inclusion & Belonging (EDI&B)

At SCC/DV, we are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability.

About Sleep Country Canada/Dormez-vous?

Sleep Country is Canada’s leading specialty sleep retailer with a purpose to transform lives by awakening Canadians to the power of sleep. Sleep Country Canada operates under the retailer banners; Sleep Country, Dormez-vous, Endy, Hush and most recently acquired, Silk & Snow. The Company has omnichannel and ecommerce operations including 289 corporate-owned stores and 20 distribution centers warehouses across Canada. Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital, Sleep Country is committed to building a company culture of inclusion and diversity where differences are embraced and valued. The Company actively invests in its sleep ecosystem, innovative products, world-class customer experience, communities and its people. For more information about Sleep Country, please visit www.sleepcountry.ca.