Client Support Representative
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About The Position
As a Client Support Representative at AutoTrader.ca, you will play a crucial role in providing exceptional customer service to our dealership partners. This position involves responding to inbound telephone calls and emails, assisting in troubleshooting and resolving inquiries, and providing supplementary training related to Dealertrack Canada products and services. You will be expected to knowledgeably discuss the benefits and features of the DT-suite of products, ensuring that our clients receive the highest level of support and service. Your primary responsibilities will include interacting with internal and external stakeholders, including dealerships, lenders, and strategic partners, to process information in response to inquiries, concerns, and requests related to Dealertrack Canada services and products. You will effectively triage, troubleshoot, and diagnose potential issues, providing appropriate resolutions or workarounds to the reporting party. Additionally, you will provide supplementary training to dealership personnel when required and communicate customer feedback related to our services and products. It is essential to escalate and communicate systemic issues to ensure that our service level agreements are met consistently. To succeed in this role, you will need to demonstrate exceptional communication skills, both oral and written, and have a strong background in customer service. A college diploma or bachelor's degree in a relevant field, or an equivalent combination of experience and training, is required. Experience in finance or the automotive industry is considered an asset. You will also need to prioritize your workload effectively, demonstrate critical and analytical thinking, and possess excellent decision-making and organizational skills. Proficiency in a Windows environment and working knowledge of MS Office applications, including Word, Excel, and PowerPoint, is essential.
