Customer Service Representative - Automotive

EBlock Inc.

8h•Hybrid

About The Position

EDealer is a website and software supplier for the Automotive Industry. Our mission is simple: To ensure car dealers build great business and manage inventory. Steadfast in our commitment to create exceptional learning experiences for our clients, we are a passionate group of integrity-powered leaders who love to learn, grow and make a difference. Today we are focused on Merchandising Automation and Vehicle Optimization. Consistent with our long-term goals, our objective is to reduce the time required by dealers to reach the maximum number of customers with consistent accurate, merchandised inventory. We are currently looking for outgoing individuals who strive to provide superior customer satisfaction to automotive dealerships. In this role, the successful candidate will be responsible for taking and managing inbound phone and email support requests from clients and internal sales staff, providing resolution within a timely manner, and conducting product demos and training sessions. The ideal candidate will also possess technical troubleshooting skills and a positive, creative, and confident attitude.

Requirements

Minimum high school diploma.
Strong analytical, problem solving, and troubleshooting skills.
Ability to set priorities and meet deadlines as well as remain flexible.
Languages: English required

Nice To Haves

College diploma or University degree preferred.
Experience with ticketing systems or helpdesk software (preferred).
Working knowledge of WordPress CMS Platform or other CMS platforms (preferred).
Strong understanding of Windows and MacOS operating systems and basic networking concepts (preferred).
French an asset

Responsibilities

Respond to first level customer support phone calls and emails to provide customer service and resolution.
Resolve support issues in a prompt and efficient manner while escalating to the sales team, the support manager, or technical team members, when necessary.
Produce clear, efficient, and timely written logs of calls and emails into a client-case tracking system to manage requests and issues.
Identify and document recurring customer issues to determine standardized working solutions, to build on a knowledgebase.
Maintain a working knowledge regarding company’s products and systems.
QA resolved cases that have been assigned to developers, web-developers, and designers.