TRADER is a Canadian leader in digital automotive solutions, and they are seeking a Client Support Specialist for their flagship platform, AutoTrader.ca. The role involves providing customer-focused support, managing communications, and building strong relationships with clients and dealer groups.
Responsibilities
- Provide customer-focused day-to-day support to specific clients and dealer groups doing business with AutoTrader
- Serve as the internal primary point of contact between the customer and AutoTrader for specific customer related issues
- 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
- Prepare sales presentations and monthly reports for customers
- Review analytics regarding activity and ROI and provide account guidance to the client
- Investigate concerns and inquiries
- Ask the right questions of clients and cross functional teams to determine best course of action for resolution to clients concerns or issues raised
- Communicate resolution in a timely manner
- Troubleshoot issues brought to their attention regarding client's accounts
- Manage inbound communications (phone or email) from clients or dealer groups related to the clients
- Manage 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
- Provide a strong level of customer service and build a level of trust with the client
- Coordinate & liaise with cross-functional departments to resolve issues technical in nature or related to billing or related to order fulfillment
- Work closely with Sales, Finance, Production and Dealer Services
- 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
- Analyze reports and make recommendations to the Sales team regarding customer accounts
- Flag issues regarding optimization
- Take ownership of the accuracy of the clients account information in AutoTrader CRM system
Skills
- 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
- MS Office experience - specifically Excel is essential
- Strong customer service skills
- Strong analytical skills
Benefits
- Gym discounts
- Employee and Family Assistance program
- Virtual wellness events
- Conferences & training budget
- Regular internal training programs
- Financial planning with 3% matching Pension
- Competitive salary
Company Overview
AutoTrader is the largest and most trusted automotive marketplace in Canada. It was founded in 1975, and is headquartered in Etobicoke, Ontario, CAN, with a workforce of 501-1000 employees. Its website is http://go.trader.ca.