Call Centre Agent (Service & Repair) - Delta (1026)

Trail Appliances BC; Delta; On-site; CAD 29,000 - 41,000; Full time

Benefits offered by this job

Extended Health Benefits

Merit Performance

Generous employee discounts

Professional Development Programs

Employee Recognition Program

Company events

Job summary

Trail Appliances BC is seeking a Call Centre Agent (service & repair) to handle incoming customer repair and service requests by phone and email, determine the best action, and document progress with customers, suppliers, technicians and internal teams to ensure a smooth resolution.

The role requires 1–2 years of call centre experience, excellent English, strong communication and de-escalation skills, and proficiency in MS Office.

Qualifications

• 1–2 years of call centre experience.
• Strong customer service focus and communication skills.
• Ability to deescalate and control calls.
• Detail oriented and organized with problem solving skills.
• Proficiency with MS Office (Excel, Outlook, Word).
• Able to work under tight deadlines and multitask.

Responsibilities

• Respond to incoming requests, coordinate and book service appointments.
• Follow up on existing service requests and exchanges/authorizations.
• Create service requests based on customer needs and history.
• Distinguish warranty vs paid calls and act accordingly.
• Create/submit online service requests and internal requests.
• Request RA from manufacturers and coordinate with logistics.
• Continuously follow up on multiple service orders.

Skills

Call centre experience

Customer service

Deescalation

Time management

Multitasking

Communication

Team-oriented

English fluency

Mandarin/Cantonese (bonus)

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

Job description

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.

The Call Centre Agent fields incoming customer repair and service requests via telephone and email, to determine the best course of action to provide the customer immediate service. Once the best course of action is determined, they then document, track, and follow 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.

Compensation

$25.50 per hour

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 service requests and check the status on exchanges/authorizations and customer escalations
• Create service requests 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 online service requests and internal service requests
• Request return authorizations (RA) from manufacturer’s and work with the Reverse Logistics and Sales Support departments to help facilitate exchanges
• Continuous follow up on multiple service orders

The Experience We Like To See

• 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
• Prefer working in a team environment while being able to work independently
• Fluent in written and spoken English
• Preference will be given to those candidates who are fluent in Mandarin and/or Cantonese

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 service experience
• Problem-solving and handling customer inquiries and concerns
• Providing a world class customer service experience

Why join Trail:

• Extended Health Benefits
• Merit Performance
• Generous employee discounts
• Professional Development Programs
• Employee Recognition Program
• Company events

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?

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.