Customer Support Administrator

7 days 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 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets. Join our team of trailblazers

**Our core values**:
Integrity - We do what’s right, even when no one is looking.

Improvement - We do it well. Then we do it better.

Caring - We put ourselves in others’ shoes.

Authenticity - We like people, not pretense.

Determination - We kick down walls.

**We have everything we need to inspire our customers. Except you.**

In this role, reporting to the Manager 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

**To be successful in this role you are**:

- Detail-oriented, organized with excellent analytical and problem-solving skills
- Able to work collaboratively in a team environment and able to work independently
- Excellent in verbal and written communication skills
- Able to de-escalate customer service issues
- Able to work with tight deadlines, multitasker and can establish priorities

**The experience we like to see**:

- 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

**Why join Trail?**:

- 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

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

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