Call Centre Agent

2 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 11 showrooms, a Clearance Centre, and offices in Richmond and Annacis Island. Join our team of trailblazers

**As a Call Centre Agent (Service & Repair), you will...**:

- Respond to incoming requests, coordinate and book service appointments with Trail technicians or 3rd party service providers
- Follow up on existing work orders and check the status on exchanges/authorizations and customer escalations
- Create work orders based on customer needs, taking into account history of the specific appliance
- Distinguish between warranty, extended warranty and paying calls, and taking appropriate action for each
- Create/submit forms such as damage response forms (DRFs) and customer care forms (CCFs)
- Create/submit online service requests and internal service requests
- Request return authorizations (RA) from manufacturer’s and work with the Returns department to help facilitate exchanges
- Monitor and respond to customer inquiries received via Live Chat
- Continuous follow up on multiple service orders
- Complete non-escalated CCF’s

**We hope you are passionate about...**:

- Creating great experiences for customers post-delivery
- Working in a fast-paced environment and prioritizing tasks
- Collaborating with internal departments and 3rd parties to coordinate the post delivery process
- Problem-solving and handling customer inquiries and concerns
- Providing a world class customer service experience

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

- 1 to 2 years call centre experience
- Strong customer service focus and excellent communication skills
- Ability to deescalate and control calls
- Detail oriented, organized with excellent analytical and problem solving skills
- Knowledge of Microsoft Office: Excel, Outlook and Word
- Ability to work in tight deadlines, multitask, establish priorities and work and think independently
- Excellent time management and organization skills
- Prosper working in a team environment and be able to work independently
- ** Fluent in written and spoken English**:
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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