Appliance Support Specialist
2 weeks ago
Tailored to meet the needs of our customers, we offer a comprehensive support system, tools, and training to ensure success. By becoming part of the Trail family, you will be joining a network of high-performing individuals who are constantly learning and growing.
The Total Rewards Package
We value our employees and provide a competitive total rewards package, including:
- Health & dental benefits
- Personal care days
- Statutory holidays off
- Employee & family assistance program
- Staff incentives and rewards
- Employee discounts
The Role
A problem-solver with a passion for delivering exceptional customer experiences is required to fill this position as a Service Support Representative. Reporting to the Service Support Team Lead, you'll play a crucial role in ensuring customer satisfaction by resolving concerns, coordinating with internal teams and manufacturers, and managing warranty processes.
This role offers the opportunity to make a meaningful impact on our customers' experiences while honing your organizational and communication skills in a fast-paced environment.
Key Responsibilities:
1. Customer Satisfaction and Issue Resolution:
- Take ownership of escalated customer issues with a proactive, solution-focused approach.
- Resolve product concerns during delivery, ensuring a seamless customer experience.
- Work closely with the sales team to manage customer reselections driven by manufacturers.
2. Documentation and Communication:
- Maintain thorough, accurate customer records in the CRM system.
- Provide clear and professional communication to customers and internal teams to ensure smooth issue resolution.
3. Warranty and Exchange Operations:
- Collaborate with the Parts Department to escalate and resolve delayed parts issues.
- Process warranty-related exchanges, ensuring all documentation aligns with company and manufacturer requirements.
- Manage financial aspects, including creating invoices, credit memos, and collecting payments.
- Schedule and coordinate exchanges, ensuring timely delivery and installation.
To be successful in this role, you must have:
- Exceptional interpersonal and communication skills, including professional telephone etiquette.
- Proven ability to resolve customer concerns with empathy and professionalism.
- Strong organizational skills and attention to detail.
- Adaptability to changing priorities and multitasking in a dynamic environment.
- Proficiency in relevant software and accurate data entry.
- A team-oriented mindset with a commitment to a positive workplace culture.
About Us
Trail Appliances has been a leading independent appliance retailer in Western Canada since 1974. Our guiding principles of unparalleled customer service, competitive pricing, and expert advice have made us an industry leader. With a strong focus on family values and community involvement, we continue to grow and thrive.
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