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, 3 distribution centres and 4 offices in BC’s major markets. 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.

Job Summary
The Call Centre Agent fields incoming customer repair and service requests via telephone and email, to determine the best course of action to provide the customer immediate service. Once the best course of action is determined, they then document, track, and follow the request through to completion, interacting with external and internal customers, suppliers, technicians and various internal departments, to facilitate a smooth and satisfactory resolution to the customer service issue.

Compensation
$25.00 per hour

As a Call Centre Agent (service & repair), you will

Respond to incoming requests, coordinate and book service appointments with Trail technicians or 3rd party service providers

Follow up on existing service requests and check the status on exchanges/authorizations and customer escalations

Create service requests based on customer needs, taking into account history of the specific appliance

Distinguish between warranty, extended warranty and paying calls, and taking appropriate action for each

Create/submit online service requests and internal service requests

Request return authorizations (RA) from manufacturer’s and work with the Reverse Logistics and Sales Support departments to help facilitate exchanges





Continuous follow up on multiple service orders

The Experience We Like To See

1 to 2 years call centre experience

Strong customer service focus and excellent communication skills

Ability to deescalate and control calls

Detail oriented, organized with excellent analytical and problem solving skills

Knowledge of Microsoft Office: Excel, Outlook and Word

Ability to work in tight deadlines, multitask, establish priorities and work and think independently

Excellent time management and organization skills

Prefer working in a team environment while being able to work independently

Fluent in written and spoken English

Preference will be given to those candidates who are fluent in Mandarin and/or Cantonese

We Hope You Are Passionate About...

Creating excellent experiences for customers post‑delivery

Working in a fast‑paced workplace and prioritizing tasks

Collaborating with internal departments and 3rd parties to coordinate the post delivery service experience

Problem‑solving and handling customer inquiries and concerns

Providing a world class customer service experience

Why join Trail

Extended Health Benefits

Merit Performance

Generous employee discounts

Professional Development Programs

Employee Recognition Program

Company events

Due to the volume of applications received, only those candidates considered for an interview will be contacted further.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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📌 Call Centre Agent (Service & Repair) - Delta (726)
🏢 Trail Appliances BC
📍 British Columbia