Senior Bilingual Client Support Specialist

Summary

Join Dealertrack Canada, a leading provider of web-based software solutions and services for the automotive industry, as a Senior Client Support Specialist. In this role, you will provide frontline customer support to dealerships and strategic partners, including responding to inquiries, resolving issues, and processing requests related to Dealertrack products and services. You will also be involved in coaching and mentoring junior team members, triaging and troubleshooting escalated issues, and supporting cross-departmental projects. The Senior Client Support Specialist will provide interim leadership and guidance to the Client Support team as needed.

Requirements

• +2 years of customer service experience
• College or BA in relevant field, or an equivalent combination of experience and training
• Exceptional communication skills (oral and written)
• Ability to prioritize workload according to demands, and demonstrated ability to multi-task
• Demonstrated ability to problem-solve and think analytically
• Excellent decision making, follow-up, and organizational skills
• Proficiency in a windows environment
• Competent in the use of MS Word, Excel and Outlook
• Language: English and French required
• Technical Skills:  Well versed in MS Office (Word, Excel, PowerPoint and Outlook), Sales Systems

Responsibilities

• Effectively triage/troubleshoot and resolve or communicate issues escalated by Level 1 CSS or other internal solution groups. Manage timely communications between internal stakeholders and Level 1 CSS for customer updates
• Responsible for the timely processing of all portal and security administration tasks and requests including, but not limited to, internal user administration, credit bureau activation, dealership enrollment and activation, dealer group and broker administration, and vehicle availability requests
• Creates, updates, and maintains detailed and accurate process and product knowledge artifacts
• Works in collaboration with internal business and technical solution groups as a product and process subject matter expert (SME)
• Effectively triage, prioritize, and communicate system-level issues to internal stakeholders to ensure ‘Service Level Agreements’ are delivered within target
• Provide functional application training and support the onboarding of new team members. Provide mentoring and on-going training to junior/new team members
• Facilitates supplementary support for DTN (Dealertrack Network) and Lender-user account administration requests
• Interact (primarily via telephone) with stakeholders including dealership and lending or strategic partners to resolve concerns, respond to inquiries, and process requests related to Dealertrack products and services

Preferred Qualifications

• Finance and/or automotive experience is an asset
• Previous experience in a customer-service environment an asset
• Technical experience supporting a web-based or client-based application a definite asset

Benefits

• We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program
• Gym discounts
• Local in-office free gyms
• Employee and Family Assistance program
• Weekly virtual wellness events
• Conferences & training budget
• Regular internal training programs
• Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection
• Annual bonus structure
• 3% CPP matching