Who we are:

At Trail Appliances, we are committed to providing our customers with unparalleled customer service, competitive pricing, and expert advice. We pride ourselves on our strong family values and collaborative work culture that values respect, integrity, diversity, passion, and laughter. These values have helped us build a reputation as an industry leader.

The position:

As a key player in our mission to deliver exceptional customer service, the Customer Relations Coordinator supports the Customer Relations Manager in resolving customer concerns with professionalism and empathy. From investigating service issues—particularly those involving property damage—to managing credit notes, gift cards, and social media feedback, this role ensures our customers feel heard and valued. With a focus on fair resolutions and clear communication, the Coordinator helps uphold Trail Appliances’ commitment to service excellence while protecting our brand and business interests.

What we offer:

We offer excellent training, competitive benefits, and the support you need to succeed, including mentorship and ongoing growth opportunities. If you're passionate about customer service and looking for more than just a job, apply today to become part of our talented and high-performing team! We provide:

• Health & dental benefits
• Personal care days
• Statutory holidays off
• Employee & family assistance program
• Staff incentives and rewards
• Employee discounts

What you’ll be doing:

• Investigate and resolve customer complaints—including property damage claims—with professionalism, empathy, and timely communication.
• Coordinate with internal departments to develop fair, effective solutions and maintain high customer satisfaction.
• Process credit notes, issue goodwill gift cards, and manage related documentation in line with company policies.
• Monitor and respond to customer feedback on social media and review platforms, ensuring our public presence reflects our service values.
• Support insurance claims and legal matters by gathering documentation, liaising with involved parties, and keeping accurate records.

What you need to be successful:

• Excellent written and verbal communication skills.
• Proven experience in customer service, complaint resolution, or related roles.
• Strong problem-solving, critical thinking, and investigative abilities.
• Highly organized with attention to detail and the ability to manage multiple priorities.
• Proficient in Microsoft Office and CRM tools; experience with credit processing or social media engagement is an asset.

Availability:

This is a full-time position and will require you to be available:

Monday to Friday from 8:30am to 5:00pm

Odd weekend or inventory work as required with appropriate notice

We value diverse perspectives and are committed to creating an inclusive workplace. If your skills and experiences align with this role, we encourage you to apply and join us in delivering exceptional service.