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Customer Support Specialist

2 months ago

Delta, British Columbia, Canada Trail Appliances Full time
Customer Support Administrator

At Trail Appliances, we're dedicated to delivering exceptional customer experiences. As a Customer Support Administrator, you'll play a vital role in ensuring our customers receive timely and accurate support throughout their journey with us.

Key Responsibilities:
  • Field customer inquiries via phone, email, and text 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 teams regarding order processing and status
  • Proactively communicate with internal departments to ensure stock and shipment of products to customers' homes or job sites
  • 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
Why Trail Appliances?
  • 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