Call Center Agent (Service & Repair)

Trail Appliances BC - Richmond, BC (15 months ago)

Apply Now

Trail Appliances is the leading independent appliance retailer in Western Canada. With 9 showrooms, a Clearance Centre, and offices in Richmond, Vancouver, and Annacis Island, we’re a fast-growing company with over 500 employees in British Columbia.

Respect, integrity, diversity, passion and laughter are cornerstones of our working culture. We’re a family-owned business that treats our employees like part of the family. We invest in training, because we believe our employees are the key to our success. We hope you’ll join us.

The Call Center Agent (Service & Repair) fields incoming customer repair and service requests via telephone, email, and live chat, to determine the best course of action to provide the customer immediate service. Once the best course of action is determined, they then document, tracks, and follows the request through to completion, interacting with external and internal customers, suppliers, technicians, and various internal departments, to facilitate a smooth and satisfactory resolution to the customer service issue.
As a Call Center 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 center 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
Great written and verbal English.
Preference given to those candidates who are fluent in Mandarin and Cantonese
Due to the volume of applications received, only those candidates considered for an interview will be contacted further.


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