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
Why join Trail:
- Extended Health Benefits
- Merit Performance
- Generous employee discounts
- Gym membership discount
- Professional Development Programs
- Employee Recognition Program
- Company events
- Paid Volunteer
plus commission
INDHPN
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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