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 better.Caring - We put ourselves in others' shoes.Authenticity - We like people, not pretense.Determination - We kick down walls.We have everything we need to inspire our customers. Except you.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: $25.50 per hourRespond to incoming requests, coordinate and book service appointments with Trail technicians or 3rd party service providersFollow up on existingservice requestsand check the status on exchanges/authorizations and customer escalationsCreateservice requestsbased on customer needs, taking into account history of the specific applianceDistinguish between warranty,



extended warranty and paying calls, and taking appropriate action for eachCreate/submit online service requests and internal service requestsRequest return authorizations (RA) from manufacturer's and work with theReverse Logistics and Sales Support departments to help facilitate exchangesContinuous follow up on multiple service orders1 to 2 years call centre experienceStrong customer service focus and excellent communication skillsAbility to deescalate and control callsDetail oriented, organized with excellent analytical and problem solving skillsKnowledge of Microsoft Office: Excel, Outlook and WordAbility to work in tight deadlines, multitask, establish priorities and work and think independentlyExcellent time management and organization skillsPrefer working in a team environment while being able to work independentlyFluent in written and spoken EnglishPreference will be given to those candidates who are fluent in Mandarin and/or CantoneseCreating great experiences for customers post-deliveryWorking in a rapid-paced environment and prioritizing tasksCollaborating with internal departments and 3rd parties to coordinate the post delivery service experienceProblem-solving and handling customer inquiries and concernsProviding a world class customer service experienceExtended Health BenefitsMerit PerformanceGenerous employee discountsProfessional Development ProgramsEmployee Recognition ProgramCompany eventsWe inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?

📌 Call Centre Agent (Delta)
🏢 trailappliances
📍 Delta