Dealer Support & Hotline Representative

Teknion • Toronto, ON

1d • CA$51,680 - CA$70,000

About The Position

The Dealer Support & Hotline Specialist is responsible for delivering exceptional, real-time support to Teknion’s dealer partners through a dedicated hotline. This role combines frontline customer service, technical troubleshooting, and operational coordination to ensure fast resolution of dealer inquiries, minimize downtime, and maintain strong dealer relationships. A primary focus of this role is managing the Dealer Hotline—serving as the first point of contact for urgent issues, providing accurate guidance, and escalating complex cases efficiently.

Requirements

• Excellent communication skills, both verbal and written
• Strong interpersonal skills
• Able to work independently and within a team environment
• Able to work in a fast-paced environment with critical deadlines
• Attention to detail and documentation

Nice To Haves

• Bilingual (French) would be an asset

Responsibilities

• Serve as the primary contact for inbound Dealer Hotline calls, emails, and messages.
• Respond to dealer inquiries in real-time, ensuring prompt, professional, and accurate support.
• Diagnosing and troubleshooting issues related to products, systems, processes, or transactions.
• Provide step-by-step guidance to dealers to resolve issues on the first interaction whenever possible.
• Prioritize and triage incoming requests based on urgency, business impact, and service level agreements (SLAs).
• Escalate complex or unresolved issues to the appropriate internal teams while maintaining ownership through to resolution.
• Document all interactions clearly in SalesForce.
• Build and maintain strong relationships with dealer partners by acting as a trusted support resource.
• Proactively communicate updates, resolutions, and known issues to dealers.
• Identify recurring dealer concerns and recommend process or system improvements.
• Investigate and resolve operational issues related to orders, warranties, billing, or system access.
• Collaborate with internal departments (e.g. Manufacturing, Sales, IT, Logistics, Specials, Finance) to ensure timely problem resolution.
• Follow up on open cases to ensure closure and dealer satisfaction.
• Maintain accuracy and consistency in all dealer communications and documentation.
• Meet or exceed established KPIs (e.g., response time, resolution time, customer satisfaction).
• Monitor hotline trends and identify opportunities for process optimization.
• Contribute to knowledge base development, FAQs, and internal documentation to improve efficiency.
• Participate in training sessions to stay up to date on products, systems, and policies.

Benefits

• Teknion is committed to supporting a culture of diversity and accessibility across the organization, starting with the hiring process. It is our priority to remove barriers to provide equal access to employment. Teknion welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. All information received in relation to accommodation will be kept confidential.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed