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 11 showrooms, a Clearance Centre, and offices in Richmond and Annacis Island. 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.

Summary

Ecommerce Customer Success Specialist agents manage all incoming eCommerce orders from writing to delivery. Proactively reach out to customers with orders placed; qualifying them through phone or email; upsell products and/or Protection Plans. Confirm stock availability and delivery options, maintain orders with required accessories, missing products/services, and book delivery. Perform other administrative task as requested and assigned by eCommerce team. Take Live Chat leads to sell products directly to customers.

Responsibilities

Proactively reach out to customers that have submitted an eCommerce order
Seek out upselling opportunities eg: Protection Plan attachment or product reselection
Assist customer with stock tagging, booking deliveries, maintaining orders and submitting PORs
Manage eCommerce book of business on a daily basis using multiple platforms (eg:.Zendesk, Magento, Syspro plus other custom programs)
Post eCommerce payments and reconcile at the end of the business day
Engage on phone, email or chat based on customer’s requested communication method
Answer and troubleshoot customer enquiries regarding their eCommerce orders or issues with website through phone, email or chat
Complete assigned monthly assigned list for Comerco Protection Plan contacts
Engage with new customers through Live Chat with the goal of selling products

Required Skills

Extremely high attention to detail
Excellent writing and typing skills
Excellent phone manner
“Customer first” mentality
Willingness to learn about appliances
Able to switch between tasks quickly and efficiently
Adapts easily to change

Desired Skills

Exceptional Customer Service
Some knowledge of Syspro and Trail systems
Some knowledge of Zendesk
Advanced level of professional English writing
Some appliance knowledge (optional)

Interacts With

Customers
eCommerce and Online Sales Teams
All internal Trail departments
Suppliers

Work Environment

Currently remote, working from home (still needs to be based in the Lower Mainland)
Occasional requirements to work from an office
Periodic travel within the Lower Mainland for training