Sales Support Agent - Delta (1125)
Top Benefits
About the role
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 Customer Support Administrator (CSA) ensures delivery of excellent customer service through timely and accurate support of retail and single-family builder orders, from post-sale through to delivery. The CSA maintains 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
- Field customer inquiries by telephone, email and text about their order details from post-sale to delivery
- Place outbound calls to customers arranging payment, installation, delivery and/or update to order details
- Support inbound inquiries from sales team in regard to processing of order and status
- Proactively communicate with internal departments through phone and email to ensure stock and shipment of product to customer’s home or job site
- Maintain accurate records of customer files, shipment dates and order activity information
- 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
To be successful in this role you are
- Detail-oriented, organized with excellent analytical and problem-solving skills
- Able to work in tight deadlines, multitask, establish priorities and work and think independently
- Able to work collaboratively in a team environment and able to work independently
- Excellent in verbal and written communication skills in English
- Schedule: Monday to Friday or Tuesday to Saturday, 8:30 AM to 5:00 PM (based on business needs)
The Experience We Like To See
- Working knowledge of Microsoft Office: Excel, Outlook and Word
- Minimum completion of high school or equivalent education
- Minimum 2 years Customer Service Experience
- Call Centre experience an asset
- Experience using Zendesk an asset
Bonus points
- Preference given to candidates who are fluent in Mandarin/Cantonese or Punjabi/Hindi
- Experience with de-escalating customer service issues
- Superior interpersonal, verbal and written communication skills
- The ability to remain calm during times under stressful situations
Why join Trail?
- Extended Health Benefits
- Merit Performance
- Generous employee discounts
- Professional Development Programs
- Employee Recognition Program
- Company events
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
About Trail Appliances BC
At Trail Appliances, we make everyday life better.
Whether that’s finding the perfect washer-dryer combo to meet the needs (and laundry piles) of your growing family or collaborating with interior designers and developers to design dream kitchens, we help inspire possibilities to create special moments at home. With 50+ years in the home appliance industry, our family have handpicked over 55 of the best brands from around the world to satisfy your inner technie, your inner designer, and your not-so-inner accountant. Think of your favorite appliance brand. We’ve got it and over 50 others to compare it to. As a family business, we can do things big chains can’t. Like having showrooms full of thousands of appliances. Or training a team of experts so buying appliances is as easy as using them.
In fact, we have three divisions of appliance experts who are eagerly supported by in-house delivery teams, customer support specialists, and appliance technicians.
Our three divisions:
- Retail Sales
- Builder Division (Single Family, Multi-Family, and Apartment Replacement)
- Designer Sales
Join our team of Trailblazers -> https://www.trailappliances.com/careers
Sales Support Agent - Delta (1125)
Top Benefits
About the role
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 Customer Support Administrator (CSA) ensures delivery of excellent customer service through timely and accurate support of retail and single-family builder orders, from post-sale through to delivery. The CSA maintains 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
- Field customer inquiries by telephone, email and text about their order details from post-sale to delivery
- Place outbound calls to customers arranging payment, installation, delivery and/or update to order details
- Support inbound inquiries from sales team in regard to processing of order and status
- Proactively communicate with internal departments through phone and email to ensure stock and shipment of product to customer’s home or job site
- Maintain accurate records of customer files, shipment dates and order activity information
- 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
To be successful in this role you are
- Detail-oriented, organized with excellent analytical and problem-solving skills
- Able to work in tight deadlines, multitask, establish priorities and work and think independently
- Able to work collaboratively in a team environment and able to work independently
- Excellent in verbal and written communication skills in English
- Schedule: Monday to Friday or Tuesday to Saturday, 8:30 AM to 5:00 PM (based on business needs)
The Experience We Like To See
- Working knowledge of Microsoft Office: Excel, Outlook and Word
- Minimum completion of high school or equivalent education
- Minimum 2 years Customer Service Experience
- Call Centre experience an asset
- Experience using Zendesk an asset
Bonus points
- Preference given to candidates who are fluent in Mandarin/Cantonese or Punjabi/Hindi
- Experience with de-escalating customer service issues
- Superior interpersonal, verbal and written communication skills
- The ability to remain calm during times under stressful situations
Why join Trail?
- Extended Health Benefits
- Merit Performance
- Generous employee discounts
- Professional Development Programs
- Employee Recognition Program
- Company events
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
About Trail Appliances BC
At Trail Appliances, we make everyday life better.
Whether that’s finding the perfect washer-dryer combo to meet the needs (and laundry piles) of your growing family or collaborating with interior designers and developers to design dream kitchens, we help inspire possibilities to create special moments at home. With 50+ years in the home appliance industry, our family have handpicked over 55 of the best brands from around the world to satisfy your inner technie, your inner designer, and your not-so-inner accountant. Think of your favorite appliance brand. We’ve got it and over 50 others to compare it to. As a family business, we can do things big chains can’t. Like having showrooms full of thousands of appliances. Or training a team of experts so buying appliances is as easy as using them.
In fact, we have three divisions of appliance experts who are eagerly supported by in-house delivery teams, customer support specialists, and appliance technicians.
Our three divisions:
- Retail Sales
- Builder Division (Single Family, Multi-Family, and Apartment Replacement)
- Designer Sales
Join our team of Trailblazers -> https://www.trailappliances.com/careers