Customer Support Administrator (Call Centre) M24
820 Cliveden Place, Delta, BC
Customer Experience – Customer Support Team (CST) /
Permanent /
Hybrid
Working at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast-growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, and 4 offices in the Lower Mainland. Join our team of trailblazers!
Our core values:
Integrity – We do what’s right, even when no one is looking.
Improvement – We do it well. Then we do it better.
Caring – We put ourselves in others’ shoes.
Authenticity – We like people, not pretense.
Determination – We kick down walls.
In this role, reporting to the Manager of Customer Support you will ensure the delivery of excellent customer service through timely and accurate support of retail and single family builder orders, from post-sale through to delivery. You will also be maintaining contact with the customer throughout, collaborating with internal departments (Purchasing, Dispatch/Delivery, etc.) to achieve and maintain high levels of customer service.
What you will be doing:
- Field customer inquiries by telephone, email and text about their order details from post-sale to delivery
- Place outbound calls to customers arranging payment, installation, delivery and/or update to order details
- Support inbound inquiries from sales team in regards to processing of order and status
- Proactively communicate with internal departments through phone and email to ensure stock and shipment of product to customer’s home or job site
- Maintain accurate records of customer files, shipment dates and order activity information
- Update and maintain customer files and data base with ship dates, payment details and customer information
- Investigate and follow up on customer problems resolving escalated issues
What you bring:
- Detail-oriented, organized with excellent analytical and problem-solving skills
- Ability to work collaboratively in a team environment and able to work independently
- Excellent interpersonal, verbal and written communication skills in English
- De-escalating customer service issues
- Working with tight deadlines, multitasking and establishing priorities
- Working and thinking independently
- Working knowledge of Microsoft Office: Excel, Outlook and Word
- Minimum completion of high school or equivalent education
- Minimum 4 years Customer Service Experience
- Minimum 2 years Call Centre Experience
- Experience using Zendesk an asset
Bonus points...
- Fluency in a second language Mandarin/Cantonese
- Superior interpersonal, verbal and written communication skills
- The ability to remain calm during times under stressful situations
Working environment:
- Schedules require full-time availability within our business hours
- Travel is not required for this role
- Work environment is typical for an office job, and must be comfortable working with a computer for the duration of the shift
Why join Trail:
- Showroom environment
- Paid time off
- Generous employee discounts
- Employee Recognition Program
- Gym membership discount
- Professional Development Programs
- Career Progression
- Company events
$24.01 - $24.01 an hour
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?
