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.
We have everything we need to inspire our customers. Except you.
The Call Centre Agent (Service & Repair) 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
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As a Call Centre Agent, 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 great experiences for customers post-delivery
Working in a fast-paced environment 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
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$25 - $25 an hour
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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?
