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Customer Support Coordinator

2 months ago

Delta, British Columbia, Canada Trail Appliances Full time
About the Role

We are seeking a highly organized and detail-oriented Customer Support Administrator to join our team at Trail Appliances. As a key member of our customer service team, you will be responsible for ensuring the delivery of excellent customer service through timely and accurate support of retail and single family builder orders.

Key Responsibilities
  • Field customer inquiries regarding order details from post-sale to delivery
  • Place outbound calls to customers to arrange payment, installation, delivery, and/or update order details
  • Support inbound inquiries from sales team regarding order processing and status
  • Proactively communicate with internal departments 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 database with ship dates, payment details, and customer information
  • Investigate and follow up on customer problems, resolving escalated issues
Requirements
  • Detail-oriented, organized, with excellent analytical and problem-solving skills
  • Able to work collaboratively in a team environment and independently
  • Excellent verbal and written communication skills
  • Able to de-escalate customer service issues
  • Able to work with tight deadlines, multitask, and establish priorities
Preferred Qualifications
  • Working knowledge of Microsoft Office: Excel, Outlook, and Word
  • Minimum completion of high school or equivalent education
  • Minimum 4 years of customer service experience
  • Minimum 2 years of call center experience
  • Experience using Zendesk an asset
What We Offer
  • Paid time off
  • Generous employee discounts
  • Employee Recognition Program
  • Extended health care and dental coverage
  • Gym membership discount
  • Professional Development Programs
  • Career Progression
  • Company events