Customer Support Administrator (Call Centre) - Temp

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 11 showrooms, a Clearance Centre, and offices in Richmond and Annacis Island. Join our team of trailblazers!

In this role, reporting to the GM 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.

As a Customer Support Administrator, you will...

• Support inbound inquiries from sales team in regards to processing of order and status
• Maintain accurate records of customer files, shipment dates and order activity information
• Place outbound calls to customers arranging payment, installation, delivery and/or update to order details
• Proactively communicate with internal departments through phone and email to ensure stock and shipment of product to customer’s home or job site
• Field customer inquiries by telephone, email and text about their order details from post-sale to delivery
• 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

The skills we need...

• De-escalating customer service issues
• Ability to work collaboratively in a team environment and able to work independently
• Excellent interpersonal, verbal and written communication skills in English
• Working with tight deadlines, multitasking and establishing priorities
• Working and thinking independently
• Detail-oriented, organized with excellent analytical and problem-solving skills

The experience we need...

• Experience using Zendesk an asset
• Working knowledge of Microsoft Office: Excel, Outlook and Word
• Minimum 4 years Customer Service Experience
• Minimum 2 years Call Centre Experience
• Minimum completion of high school or equivalent education

Bonus points...

• The ability to remain calm during times under stressful situations
• Fluency in a second language Mandarin/Cantonese
• Superior interpersonal, verbal and written communication skills

Working environment

• Temporary Full Time (contract ends on July 2024)
• Work environment is typical for an office job, and must be comfortable working with a computer for the duration of the shift
• Schedules require full-time availability within our business hours
• Travel is not required for this role

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