Call Centre Representative (Calgary South)

Trail Appliances Ltd.; Calgary; On-site; CAD 23,000 - 26,000; Full time

Benefits offered by this job

Health & dental benefits

Personal care days

Statutory holidays off

Employee & family assistance program

Staff incentives and rewards

Employee discounts

Job summary

Trail Appliances Ltd. in Calgary is seeking a customer-focused Call Center Representative to join our team. You will handle inbound and outbound calls, address inquiries, resolve issues, and provide accurate information about our products and services.

You will document all interactions in the CRM, collaborate with teammates and other departments, and stay informed about features, promotions, and policies to deliver exceptional service daily.

Qualifications

• Previous experience in a customer service or call center role is preferred.
• Excellent verbal and written communication abilities.
• Ability to troubleshoot and resolve customer issues effectively.

Responsibilities

• Handle inbound and outbound calls to address customer inquiries, orders, complaints, and general assistance while maintaining a positive and courteous demeanor.
• Troubleshoot and resolve customer issues effectively, escalating complex cases when necessary, and ensuring follow-ups for satisfactory resolution.
• Provide accurate information about product features, specifications, and promotions to customers.
• Accurately document all customer interactions and transactions in the CRM system.
• Work closely with team members and other departments to enhance customer experiences and share insights for service and product improvements.

Skills

Customer service

Communication skills

Problem solving

Technical proficiency

Adaptability

Tools

CRM software

Job description

Who we are:

At Trail Appliances, we are committed to providing our customers with unparalleled customer service, competitive pricing, and expert advice. We pride ourselves on our strong family values and collaborative work culture that values respect, integrity, diversity, passion, and laughter. These values have helped us build a reputation as an industry leader.

The position:

We are looking for a highly motivated and customer-oriented individual to join our team as a Call Center Representative. In this role, you will be a key player in upholding our commitment to exceptional service by addressing customer inquiries, resolving issues, and providing accurate information about our products and services. Reporting to the Call Center Supervisor, you will handle inbound and outbound calls while ensuring each customer interaction reflects the values that set Trail Appliances apart.

What we offer:

We offer excellent training, competitive benefits, and the support you need to succeed, including mentorship and ongoing growth opportunities.

We provide:

• Health & dental benefits
• Personal care days
• Statutory holidays off
• Employee & family assistance program
• Staff incentives and rewards
• Employee discounts

What you’ll be doing:

• Customer Support: Handle inbound and outbound calls to address customer inquiries, orders, complaints, and general assistance while maintaining a positive and courteous demeanor.
• Issue Resolution: Troubleshoot and resolve customer issues effectively, escalating complex cases when necessary, and ensuring follow-ups for satisfactory resolution.
• Product Knowledge: Stay informed about product features, specifications, and promotions to provide accurate and helpful information to customers.
• CRM Management: Accurately document all customer interactions and transactions in the CRM system to maintain organized and reliable records.
• Team Collaboration: Work closely with team members and other departments to enhance customer experiences and share insights for service and product improvements.

What you need to be successful:

• Customer Service Experience: Previous experience in a customer service or call center role is preferred.
• Communication Skills: Excellent verbal and written communication abilities.
• Problem-Solving: Strong skills in resolving issues and making decisions effectively.
• Technical Proficiency: Familiarity with computer applications and CRM software.
• Adaptability: Ability to thrive in a fast-paced environment and manage shifting priorities.

Availability:

This is a full-time position and will require you to be available:

Monday to Friday from 8:30am to 5:00pm

Compensation:

$17/hr - $19/hr

We value diverse perspectives and are committed to creating an inclusive workplace.