Call Centre Agent (Service & Repair) (O24)

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, email, and live chat, 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: $24.50 per hour

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 work orders and check the status on exchanges/authorizations and customer escalations
• Create work orders 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 forms such as damage response forms (DRFs) and customer care forms (CCFs)
• Create/submit online service requests and internal service requests
• Request return authorizations (RA) from manufacturer’s and work with the Returns department to help facilitate exchanges
• Monitor and respond to customer inquiries received via Live Chat
• Continuous follow up on multiple service orders
• Complete non-escalated CCF’s

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
• Prosper working in a team environment and be able to work independently
• Fluent in written and spoken English
• Preference is given to those candidates who are fluent in Mandarin and 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 process
• 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
• Gym membership discount
• Professional Development Programs
• Employee Recognition Program
• Company events
• Paid Volunteer