Client Support Representative

TRADER Corporation is a trusted Canadian leader in online media, dealer and lender services. The company is comprised of AutoTrader.ca, AutoSync and Dealertrack Canada. AutoTrader.ca (AutoHebdo.net in Quebec) offers the largest inventory of new cars and used cars in Canada, receiving over 25 million monthly visits to its marketplace. With over 3,500 subscribers and counting, AutoSync is the largest and fastest growing dealer and OEM software provider in Canada. The platform's suite of connected automotive software solutions brings advertising, conversion and operational support together, synchronizing the entire retail process. AutoSync's diverse range of offerings includes: vAuto, EasyDeal, xtime, Motoinsight, Activix, TAdvantage and TRFFK. Dealertrack is Canada’s largest automotive financing portal, enhancing efficiency and profitability for all major segments of the automotive, marine, recreational vehicle, motorcycle and powersport retail industries. Over 6.5 million credit applications are submitted via the Dealertrack Canada portal each year. Collateral Management is a national, end-to-end, managed technology solution that offers industry insight and multi-channel collection strategies to maximize funds recovered. Collateral Management helps you remain compliant in all jurisdictions, alleviating your exposure to reputational and financial risks. Visit tradercorporation.com to learn more..

About Dealertrack 

Dealertrack Canada is the leading provider of web-based software solutions and services for all major segments of the automotive, marine, recreational vehicle, motorcycle and powersport retail industries. Dealertrack Canada serves dealers, lenders, OEMs (Original Equipment Manufacturers), third-party retailers, agents, and aftermarket providers with its comprehensive set of solutions including Sales/F&I products; market data for dealers, lenders, and OEMs; and digital document services. Dealertrack Canada is a subsidiary of Trader Corporation. For more information about Dealertrack Canada, visit www.dealertrack.ca. 

Description

The Representative will respond to inbound telephone calls and e-mails from dealerships, assist in troubleshooting and resolving inquiries, provide supplementary training related to Dealertrack Canada products and services, and knowledgeably discuss the benefits and features of any of the DT-suite of products.

Key Responsibilities:

Interact (primarily via telephone) with internal and external stakeholders including dealership, lending, or strategic partners to provide and process information in response to inquiries, concerns and requests related to Dealertrack Canada services and/or products

Effectively triage, troubleshoot, and diagnose potential issues and provide the appropriate resolution or ‘workaround’ to the reporting party

Provides supplementary training to dealership personnel when required via telephone related to Dealertrack Canada services and/or products 

Communicates effectively and with regularity customer/partner feedback received related to the Dealertrack Canada services and/or products 

Effectively escalate and communicate systemic issues when needed to ensure internal/external ‘Service Level Agreements’ are delivered as committed 

Qualification:

•+2 years of experience in a customer service environment. 

•College diploma or BA in relevant field, or an equivalent combination of experience and training

•Exceptional communication skills (oral and written)

•Finance and/or automotive experience is an asset.

•Ability to prioritize workload according to demands, and demonstrated ability to multi-task

•Demonstrated ability to problem-solve with critical and analytical thinking

•Excellent decision making, follow-up, and organizational skills

•Technical experience supporting a web-based or client-based application a definite asset

•Proficiency in a windows environment. 

•Competent in the use of MS Word, Excel, and Outlook 

•Language: English required, French is an asset

•Technical Skills: Working knowledge of MS Office (Word, Excel, PowerPoint, and Outlook), Adobe, Sales Systems.

What’s in it for you…

-We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

Fitness and wellness

-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.

Benefits from Day 1

-Gym discounts

-Local in-office free gyms

-Employee and Family Assistance program

-Weekly virtual wellness events

-Conferences & training budget

-Regular internal training programs

Financial planning

-Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.

Competitive salary

-Annual bonus structure

-3% CPP matching