Bilingual Client Support Specialist (1 year Temporary Full-time)

The role of the Customer Support Specialist is to provide customer-focused day-to-day support to specific clients and dealer groups doing business with AutoTrader. This role also serves as the internal primary point of contact between the customer and the AutoTrader for specific customer related issues. The role may provide, or act as liaison for other staff who provide, customer support, technical support, support for adding or setting up products, planning and making recommendations for the customer's account, including preparing sales presentations and monthly reports for customers. Reviewing analytics regarding activity and ROI and providing account guidance to the client is also expected. The Customer Support Specialist will also work very closely with other roles within the business including the Outside / Inside Account Managers, Account Directors, Online Sales Consultants and also Sales Management within the sales organization regarding customer accounts. Building strong customer relationships is absolutely key to the success of the role.

• This role is expected to investigate concerns and inquiries.
• Asking the right questions of clients and cross functional teams to determine best course of action for resolution to clients concerns or issues raised.
• Communicating resolution in a timely manner is critical to the success of this role. This role is also expected to troubleshoot issues brought to their attention re: client's accounts.
• Managing inbound communications (phone or email) from clients or dealer groups related to the clients.
• Also, managing outbound communication with clients that may be flagged for DNS (Do Not Sell) or to provide follow-up answers to questions or concerns raised by the clients. Providing a strong level of customer service and building a level of trust with the client is critical.
• Coordinate & liaise with cross-functional departments to resolve issues technical in nature or related to billing or related to order fulfillment (print, priority placement, creative).
• This role will be working closely with Sales, Finance, Production and Dealer Services. Will escalate issues to the Manager of Customer Services or to cross functional departments as necessary.
• Prepare and run reports and presentations (ie. Monthly reviews, Sales Proposals, Performance, Tickets, Status, etc) both internally within the organization and/or for the clients purposes.
• Reports can be analyzed and recommendations may be made to the Sales team regarding customer accounts.
• May flag issues re: optimization.
• Take ownership of the accuracy of the clients account information in AutoTrader CRM system. Including package information, capture information, contacts, rates etc.

• Must be very detailed oriented and very customer focused.
• Must be organized and able to manage clients' expectations.
• Must be self-motivated and work individually and as a team.
• Must have a sense of urgency to resolve and investigate issues.
• College diploma.
• Must have solid verbal/written communication skills - English & French (Required)
• MS Office experience - specifically Excel is essential.
• Strong customer service skills.
• Strong analytical skills

The base salary range for this position is CAD $42k - $45k.

This range reflects the expected compensation at the time of posting. The final offer may vary and can be higher based on relevant skills, experience, location, and market conditions. Based on the role the total rewards package may also include benefits, bonus, and other employee offerings.

Spécialiste du support client bilingue

Le rôle du spécialiste du support client est de fournir un support quotidien axé sur le client à des clients spécifiques et à des groupes de concessionnaires faisant affaire avec AutoTrader. Ce rôle sert également de point de contact principal interne entre le client et AutoTrader pour des problèmes liés à des clients spécifiques. Le poste peut fournir, ou servir de liaison pour d'autres membres du personnel qui fournissent, un support client, un support technique, un support pour l'ajout ou la configuration de produits, la planification et la formulation de recommandations pour le compte du client, y compris la préparation de présentations commerciales et de rapports mensuels pour les clients. Il est également attendu de passer en revue les analyses concernant l'activité et le retour sur investissement et de fournir des conseils sur le compte au client. Le spécialiste du support client travaillera également en étroite collaboration avec d'autres fonctions au sein de l'entreprise, y compris les responsables de comptes externes et internes, les directeurs de comptes, les consultants en ventes en ligne ainsi que la direction commerciale de l'organisation des ventes concernant les comptes clients. Établir des relations solides avec les clients est absolument essentiel pour le succès de ce rôle.

Principales responsabilités :

What’s in it for you…

We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

Benefits from Day 1

• Gym discounts
• Employee and Family Assistance program
• Virtual wellness events
• Conferences & training budget
• Regular internal training programs

Financial planning

• Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.

Competitive salary

• Annual bonus structure
• 3% CPP matching

Use of Artificial Intelligence in Hiring: We use artificial intelligence (“AI”) in our hiring process, including to screen, assess, or select applicants for this position.

Vacancy Status: This job posting is for an existing vacancy.