Trail Appliances is a family-owned business that has grown to become one of the leading independent appliance retailers in Western Canada. At Trail Appliances, we are dedicated to delivering exceptional customer experiences, and we believe that our employees are key to making that happen. If you’re looking for a career, not just a job, we offer an environment that values learning, growth, and collaboration. By joining our team as a Service Support Representative, you’ll become part of a diverse and talented group that is committed to providing top-notch service to our customers.

Why Trail Appliances? A Career Opportunity for Service Support Representatives

Service Support Representative , Trail Appliances is a family-owned business that has grown to become one of the leading independent appliance retailers in Western Canada. At Trail Appliances, we are dedicated to delivering exceptional customer experiences, and we believe that our employees are key to making that happen. If you’re looking for a career, not just a job, we offer an environment that values learning, growth, and collaboration. By joining our team as a Service Support Representative, you’ll become part of a diverse and talented group that is committed to providing top-notch service to our customers.

Whether you’re starting your career or looking to take the next step, working at Trail Appliances offers the opportunity to build meaningful relationships with customers and colleagues. Our Service Support Representatives are vital to our success and enjoy the support, tools, and training they need to thrive. We believe in investing in our people, offering a rewarding and fulfilling career path.

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The Perks of Working at Trail Appliances

At Trail Appliances, we understand that our employees are our most valuable asset. That’s why we offer a comprehensive and competitive total rewards package to support your well-being and career growth. As a Service Support Representative, you will enjoy several benefits designed to ensure that you are supported both professionally and personally.

Health & Dental Benefits

We offer a robust health and dental benefits package to keep you and your family healthy. With coverage that includes medical, dental, and vision care, you can be confident that your health needs are taken care of.

Personal Care Days

We understand the importance of work-life balance. Trail Appliances provides personal care days to help you recharge and take care of your personal needs.

Statutory Holidays Off

At Trail Appliances, we believe in giving our employees time to enjoy holidays with their loved ones. You’ll get statutory holidays off, allowing you to spend quality time with your family and friends.

Employee & Family Assistance Program

We offer an Employee & Family Assistance Program (EFAP) to help you manage life’s challenges. Whether you need counseling, financial advice, or legal support, our EFAP program provides confidential support when you need it most.

Staff Incentives and Rewards

Trail Appliances offers incentives and rewards to recognize and celebrate the hard work of our team. As a Service Support Representative, you’ll have the opportunity to earn rewards and be acknowledged for your dedication and contributions.

Employee Discounts

Enjoy exclusive discounts on Trail Appliances products. As part of the team, you will get access to a wide range of appliances at discounted prices.

The Role of a Service Support Representative

As a Service Support Representative, you will play a crucial role in ensuring that our customers have a positive experience with Trail Appliances. This role involves providing exceptional service, resolving customer concerns, and collaborating with internal teams to ensure smooth operations. You will work closely with customers to handle escalated issues, manage warranty claims, and provide proactive solutions. If you are passionate about helping people and solving problems, this is the role for you.

Customer Satisfaction and Issue Resolution

A significant part of your job will involve taking ownership of escalated customer issues. As a Service Support Representative, you will be responsible for resolving product concerns that may arise during delivery. Whether it’s a delivery delay, a product issue, or a warranty claim, you’ll take a proactive approach to ensure that customers’ concerns are addressed in a timely and effective manner.

You will work closely with the sales team to manage customer reselections and returns, often driven by manufacturers. Your role is to ensure that the customer is satisfied with the outcome and that they have a positive experience with Trail Appliances.

Documentation and Communication

Clear and effective communication is essential in this role. As a Service Support Representative, you will maintain thorough and accurate customer records in our Customer Relationship Management (CRM) system. It’s vital to document all customer interactions, so internal teams have a complete record of each customer’s concerns and the actions taken to resolve them.

You will also be responsible for communicating directly with customers and internal teams. Whether you’re coordinating with manufacturers, warehouse teams, or the service department, your ability to communicate clearly and professionally will ensure that issues are resolved efficiently and to the customer’s satisfaction.

Warranty and Exchange Operations

The Service Support Representative role involves working with the Parts Department to escalate delayed parts issues and ensure timely resolution. You will also handle warranty-related exchanges, ensuring that all documentation is aligned with both company and manufacturer requirements.

In addition to handling the technical side of exchanges, you will also manage the financial aspects, including creating invoices, credit memos, and collecting payments. You will schedule and coordinate exchanges, ensuring that products are delivered and installed on time.

Key Skills for Success as a Service Support Representative

To be successful as a Service Support Representative at Trail Appliances, you must have a specific set of skills and qualities that will help you thrive in this role.

1. Exceptional Communication Skills As a Service Support Representative, you must possess excellent interpersonal skills. Whether you’re communicating with customers, team members, or manufacturers, you should be able to convey information clearly and professionally.
2. Problem-Solving Abilities The ability to resolve customer concerns with empathy and professionalism is crucial. Customers may be frustrated with product issues or delays, and you must remain calm and solution-focused to find the best outcome.
3. Strong Organizational Skills Managing multiple tasks and priorities is key to success in this role. You’ll need to be highly organized to ensure that all documentation is accurate and that customer concerns are addressed in a timely manner.
4. Adaptability and Multitasking The ability to adapt to changing priorities is essential. Whether you’re managing a warranty claim, coordinating an exchange, or responding to an urgent customer issue, you must be able to multitask effectively in a fast-paced environment.
5. Proficiency with Relevant Software As a Service Support Representative, you will work with various software tools to manage customer records and communicate with internal teams. Proficiency in relevant software and accurate data entry is crucial to ensuring that all tasks are completed efficiently and correctly.
6. Team-Oriented Mindset While you will be responsible for handling customer concerns independently, you must also be a team player. Collaborating with other departments, including the sales team, service team, and warehouse, is crucial to ensuring that customer issues are resolved quickly and effectively.

Our Story and Values

Trail Appliances was founded in 1974 by the Broderick family in Calgary, Alberta, and has since grown to become one of Western Canada’s leading independent appliance retailers. Throughout our history, we have remained committed to offering unparalleled customer service, competitive pricing, and expert advice. Our values of respect, integrity, diversity, passion, and laughter are at the core of everything we do.

We are proud of our family-owned and operated business and continue to create a work environment that values collaboration, innovation, and support. As a Service Support Representative, you will be joining a team that is dedicated to making a difference in the lives of our customers while fostering a positive and supportive workplace culture.

Why Join Trail Appliances as a Service Support Representative?

If you are passionate about delivering exceptional customer service, the Service Support Representative role at Trail Appliances offers a unique opportunity to make an impact while growing your career. With competitive compensation, benefits, and a strong company culture, you’ll be supported at every stage of your career.

By joining Trail Appliances, you’ll not only be part of a company that values its employees but also one that is committed to your success and well-being. Apply today to become part of our team and take the next step in your career as a Service Support Representative!

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