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Customer Service Specialist

2 months ago

Delta, British Columbia, Canada Trail Appliances Full time

Trail Appliances is a leading independent appliance retailer in Western Canada, dedicated to providing exceptional customer experiences. We're a fast-growing company with over 500 employees across British Columbia, operating showrooms, outlet centers, distribution centers, and offices.

As a Customer Service Specialist - Appliance Repair, you will be the first point of contact for customers seeking service and repair assistance. You'll play a vital role in ensuring customer satisfaction by efficiently handling inquiries, coordinating appointments, and tracking repair progress.

Your Responsibilities:
  • Respond to incoming customer requests for service and repairs via phone, email, and live chat.
  • Coordinate and schedule service appointments with Trail technicians or third-party providers.
  • Follow up on existing work orders, checking the status of exchanges, authorizations, and customer escalations.
  • Create detailed work orders based on customer needs, considering the history of the specific appliance.
  • Distinguish between warranty, extended warranty, and paying calls, taking appropriate action for each scenario.
  • Generate necessary forms, such as damage response forms (DRFs) and customer care forms (CCFs).
  • Submit online service requests and internal service requests to facilitate efficient repair processes.
  • Request return authorizations (RAs) from manufacturers and collaborate with the Returns department to manage exchanges.
  • Monitor and respond promptly to customer inquiries received through Live Chat.
  • Continuously follow up on multiple service orders to ensure timely resolution.
Our Ideal Candidate:

We are seeking a highly motivated and customer-focused individual with strong communication and problem-solving skills. The ideal candidate will possess:

  • 1 to 2 years of experience in a call center environment.
  • Excellent customer service skills and the ability to de-escalate challenging situations.
  • Strong attention to detail, organizational skills, and analytical abilities.
  • Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
  • Ability to work effectively under pressure, prioritize tasks, and manage time efficiently.
  • A collaborative team player with the ability to work independently.
  • Fluent written and spoken English. Preference is given to candidates fluent in Mandarin and Cantonese.