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Customer Support Administrator

3 weeks ago

Delta, Canada Trail Appliances Ltd. Full time

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 11 showrooms, a Clearance Centre, and offices in Richmond and Annacis Island. Join our team of trailblazers

In this role, reporting to the GM of Customer Support you will ensure the delivery of excellent customer service through timely and accurate support of retail and single family builder orders, from post-sale through to delivery. You will also be maintaining 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...**:

- Place outbound calls to customers arranging payment, installation, delivery and/or update to order details
- Support inbound inquiries from sales team in regards to processing of order and status
- 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

**The skills we need...**:

- Detail-oriented, organized with excellent analytical and problem-solving skills
- Ability to work collaboratively in a team environment and able to work independently
- Excellent interpersonal, verbal and written communication skills in English
- De-escalating customer service issues
- Working with tight deadlines, multitasking and establishing priorities
- Working and thinking independently

**The experience we need...**:

- Working knowledge of Microsoft Office: Excel, Outlook and Word
- Minimum completion of high school or equivalent education
- Minimum 4 years Customer Service Experience
- Minimum 2 years Call Centre Experience
- Experience using Zendesk an asset

**Bonus points...**:

- Fluency in a second language Mandarin/Cantonese
- Superior interpersonal, verbal and written communication skills
- The ability to remain calm during times under stressful situations

**Working environment**:

- Schedules require full-time availability within our business hours
- Travel is not required for this role
- Work environment is typical for an office job, and must be comfortable working with a computer for the duration of the shift

We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?