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 Clearance 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. 

Ecommerce Customer Success Specialist agents manage all incoming eCommerce orders from writing to delivery. Proactively reach out to customers with orders placed; qualifying them through phone or email; upsell products and/or Protection Plans. Confirm stock availability and delivery options, maintain orders with required accessories, missing products/services, and book delivery. Perform other administrative task as requested and assigned by eCommerce team. Take Live Chat leads to sell products directly to customers.

 

·   Proactively reach out to customers that have submitted an eCommerce order

·   Seek out upselling opportunities eg: Protection Plan attachment or product reselection

·   Assist customer with stock tagging, booking deliveries, maintaining orders and submitting PORs

·   Manage eCommerce book of business on a daily basis using multiple platforms (eg:.Zendesk, Magento, Syspro plus other custom programs)

·   Post eCommerce payments and reconcile at the end of the business day

·   Engage on phone, email or chat based on customer’s requested communication method

·   Answer and troubleshoot customer enquiries regarding their eCommerce orders or issues with website through phone, email or chat

·   Complete assigned monthly assigned list for Comerco Protection Plan contacts

·   Engage with new customers through Live Chat with the goal of selling products

 

·   Extremely high attention to detail

·   Excellent writing and typing skills

·   Excellent phone manner

·   “Customer first” mentality

·   Willingness to learn about appliances

·   Able to switch between tasks quickly and efficiently

·   Adapts easily to change

·   Exceptional Customer Service

·   Some knowledge of Syspro and Trail systems

·   Some knowledge of Zendesk

·   Advanced level of professional English writing

·   Some appliance knowledge (optional)

·   Customers

·   eCommerce and Online Sales Teams

·   All internal Trail departments

·   Suppliers

·   Currently remote, working from home (still needs to be based in the Lower Mainland)

·   Occasional requirements to work from an office

·   Periodic travel within the Lower Mainland for training

$44,000 - $44,000 a year

INDHPN

We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?