Customer Experience Representative

About Indigo

Indigo is a vibrant physical and digital hub inspired by books, ideas, and beautifully crafted lifestyle products, driven by the creative individuals behind it all. We cherish real books, embrace a full and generous approach to life, promote kindness towards people and the environment, and believe that stories—both big and small—connect us deeply. Indigo is known as our customers' happy place, offering joyful moments of discovery and community connection through shared passions for reading, ideas, and making the world more beautiful and positive.

Guiding Principles

• We commit to hiring, inspiring, promoting, and retaining top talent.
• Customer centricity drives all our actions.
• Entrepreneurship is encouraged.
• We care deeply for our team, community, and the environment.
• Creating shared and genuine value is fundamental.
• We leverage systems thinking, data, and AI to inform our work.

Role Overview

As a Customer Experience Representative, you will foster an environment that nurtures genuine experiences for both employees and customers. You will embody Indigo's values by being authentic, inspired, attentive to the audience, and engaging customers through storytelling that connects them with our brand essence.

Key Responsibilities

• Assist in daily store operations either before opening or after closing (shift starts at 5AM or 10PM).
• Perform inventory cycle counts, restock merchandise, handle product returns, shelve items, and receive incoming products.
• Apply merchandising standards to maintain an attractive and stimulating store environment.
• Create and maintain a welcoming atmosphere for customers in the store.
• Enhance customers' experiences by adding joy and sharing product stories.
• Engage directly with customers on the store floor and tailor product recommendations to their specific needs.
• Model Indigo’s high-performance traits through your work ethic and attitude.
• Stay informed about new products, promotions, and other store initiatives.
• Contribute actively to a safe and healthy work and shopping environment for everyone.
• Respond promptly and responsibly to customer feedback.
• Take personal accountability and encourage the same from colleagues.
• Commit to ongoing personal growth and provide constructive feedback to peers and leadership.
• Share ideas with management to enhance employee and customer experiences.

Qualifications

• Prior experience in specialty or general retail is preferred but not mandatory.
• Demonstrate adaptability, eagerness to learn, and the ability to work across varied store functions.
• Show dedication to delivering outstanding employee and customer experiences.
• Physical ability to remain mobile on the sales floor for long durations.
• Capable of safely lifting medium to heavy products weighing up to 40 pounds.
• Flexible availability to work evenings, weekends, holidays, overnight, and early morning shifts as needed.
• Bilingualism in French and English is required for roles in Québec; knowledge of other languages is advantageous.

Additional Information

All applications are carefully considered by our Human Resources team. We may use artificial intelligence tools during screening and assessments to highlight pertinent candidate attributes, but final hiring decisions are guided by human judgment. We ensure these technologies are handled responsibly, fairly, and in alignment with employment and anti-discrimination legislation. Our tools are regularly reviewed to mitigate any bias.

Diversity, equity, inclusion, and accessibility form integral parts of our organizational values. These principles are embedded in our training, policies, and recruitment processes and are continuously refined to meet community needs. We encourage applicants from diverse backgrounds and lived experiences, including those identifying as Black, Indigenous, People of Color (BIPOC), members of the 2SLGBTQIA+ community, and persons with disabilities. Candidates requiring accommodations during recruitment may contact Human Resources.