Bilingual Client Support Specialist

About the Position

We are TRADER, a Canadian leader in digital automotive solutions. Our flagship brands - AutoTrader.ca, AutoSync, Dealertrack Canada, and CMS - help Canadians buy, sell, and finance vehicles with confidence.

As part of AutoScout24 group, Europe’s largest online car marketplace, we’re shaping the future of automotive retail in Canada and beyond.

Learn more at tradercorporation.com.

This role will be within our flagship platform, AutoTrader.ca, Canada’s #1 automotive marketplace, attracting over 25 million visits each month.

Bilingual Client Support Specialist

The role of the Customer Support Specialist is to provide customer-focused day-to-day support to specific clients and dealer groups doing business with AutoTrader. This role also serves as the internal primary point of contact between the customer and the AutoTrader for specific customer-related issues. The role may 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, including preparing sales presentations and monthly reports for customers. Reviewing analytics regarding activity and ROI and providing account guidance to the client is also expected. The Customer Support Specialist will also work very closely with other roles within the business including the Outside / Inside Account Managers, Account Directors, Online Sales Consultants, and also Sales Management within the sales organization regarding customer accounts. Building strong customer relationships is absolutely key to the success of the role.

Responsibilities

• Investigate concerns and inquiries.
• Ask the right questions of clients and cross-functional teams to determine the best course of action for resolving client 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.
• Coordinate & liaise with cross-functional departments to resolve issues technical in nature or related to billing or order fulfillment (print, priority placement, creative).
• 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 (e.g., 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 related to optimization.
• Take ownership of the accuracy of the clients' account information in the AutoTrader CRM system, including package information, capture information, contacts, rates, etc.

Requirements

• Must be very detail-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.
• Solid verbal/written communication skills - English & French (Required)
• MS Office experience - specifically Excel is essential.
• Strong customer service skills.
• Strong analytical skills.

We Offer

Base Salary Range: CAD $42k - $45k

This range reflects the expected compensation at the time of posting. The final offer may vary and can be higher based on relevant skills, experience, location, and market conditions. Based on the role, the total rewards package may also include benefits, bonus, and other employee offerings.

Benefits from Day 1:

• Gym discounts
• Employee and Family Assistance program
• Virtual wellness events
• Conferences & training budget
• Regular internal training programs

Financial Planning:

• 3% matching towards your pension
• Multiple forms of income protection

Competitive Salary:

• Annual bonus structure
• 3% CPP matching

Use of Artificial Intelligence in Hiring: We use artificial intelligence (“AI”) in our hiring process, including to screen, assess, or select applicants for this position.

Vacancy Status: This job posting is for an existing vacancy.

Apply for this job

indicates a required field