Bilingual Client Support Specialist/Spécialiste, Support du client Bilingue

AutoTrader.ca; Ontario; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading software solutions provider in Canada is seeking a Dealer Support Representative to enhance customer satisfaction. This role involves responding to dealership inquiries, providing training, and troubleshooting issues effectively. The ideal candidate has strong communication skills, experience in customer service, and a proficiency in both English and French. Benefits include competitive salary, gym discounts, and a supportive work environment.

Benefits

Gym discounts

Employee and Family Assistance program

Virtual wellness events

Conferences & training budget

Regular internal training programs

Qualifications

• 2+ years of experience in a customer service environment.
• Technical experience supporting a web-based or client-based application is an asset.
• Language proficiency in English and French is required.

Responsibilities

• Respond to inbound telephone calls and e-mails from dealerships.
• Assist in troubleshooting and resolving inquiries.
• Provide supplementary training related to Dealertrack Canada products.

Skills

Exceptional communication skills

Problem-solving ability

Technical experience with web applications

Ability to multi-task

Finance and/or automotive experience

Education

College diploma or BA in relevant field

Tools

MS Word

Excel

Outlook

Job description

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 inCanada, 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 inCanada. 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. .

TRADER Corporation's parent company AutoScout24 is the largest pan-European online car market with over 2 million listings and more than 43,000 dealer customers. With AutoScout24, users can find, finance, buy, subscribe for and sell used and new cars. The marketplace provides inspiration on cars and other vehicles and makes hard decisions easy.

Since 1998 AutoScout24 has been offering private users, car dealers and other cooperation partners from the automotive, financial and insurance services sector a comprehensive digital platform for car trading. The online marketplace includes used and new cars, motorcycles as well as commercial vehicles. AutoScout24 has over 30 million users per month, more than 43,000 dealers and around 500 employees. In addition to Germany, AutoScout24 is also represented in the European core markets of Belgium, Luxembourg, the Netherlands, Italy, France and Austria.

More information on www.autoscout24.de

Experience leveraging AI, Generative AI (GenAI) to enhance engineering productivity, automate repetitive tasks, and optimize workflows. Candidates should demonstrate the ability to integrate AI-driven solutions into their daily work — such as code generation, debugging, reviews, documentation, and decision support—to improve efficiency for themselves and their teams. A proactive approach to exploring and implementing AI tools that drive innovation and streamline development processes is highly valued

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 Dealer Support 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 and French required

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

À propos de Dealertrack

Dealertrack Canada est le principal fournisseur de solutions logicielles et de services en ligne pour tous les principaux segments de l'industrie de la vente au détail d'automobiles, de bateaux, de véhicules récréatifs, de motocyclettes et de sports motorisés. Dealertrack Canada dessert les concessionnaires, les prêteurs, les OEM (Original Equipment Manufacturers), les détaillants tiers, les agents et les fournisseurs du marché secondaire avec son ensemble complet de solutions comprenant des produits de vente/F&I, des données de marché pour les concessionnaires, les prêteurs et les OEM, ainsi que des services de documents numériques. Dealertrack Canada est une filiale de Trader Corporation. Pour plus d'informations sur Dealertrack Canada, visitez le site www.dealertrack.ca.

Description du poste

Le représentant du soutien aux concessionnaires répondra aux appels téléphoniques entrants et aux courriels des concessionnaires, aidera à dépanner et à résoudre les demandes, fournira une formation supplémentaire sur les produits et services de Dealertrack Canada et discutera en connaissance de cause des avantages et des caractéristiques de n'importe lequel des produits de la gamme DT-suite.

Principales responsabilités :

Interagir (principalement par téléphone) avec les parties prenantes internes et externes, y compris les concessionnaires, les prêteurs ou les partenaires stratégiques, afin de fournir et de traiter les informations en réponse aux demandes, aux préoccupations et aux requêtes liées aux services et/ou aux produits de Dealertrack Canada.

trier, dépanner et diagnostiquer efficacement les problèmes potentiels et fournir la résolution appropriée ou la " solution de rechange " à la partie concernée

Fournir une formation complémentaire au personnel de la concession, au besoin par téléphone, en ce qui concerne les services et/ou les produits de Dealertrack Canada.

Communiquer efficacement et régulièrement les commentaires reçus des clients/partenaires concernant les services et/ou les produits de Dealertrack Canada.

Remonte et communique efficacement les problèmes systémiques lorsque cela est nécessaire pour s'assurer que les " accords de niveau de service " internes/externes sont respectés.

Qualification :

- +2 ans d'expérience dans un environnement de service à la clientèle.

- Diplôme universitaire ou licence dans un domaine pertinent, ou une combinaison équivalente d'expérience et de formation.

- Compétences exceptionnelles en matière de communication (orale et écrite)

- Une expérience dans le domaine de la finance et/ou de l'automobile est un atout.

- Capacité à hiérarchiser la charge de travail en fonction des demandes et aptitude avérée à effectuer plusieurs tâches à la fois.

- Capacité avérée à résoudre des problèmes en faisant preuve d'esprit critique et analytique.

- Excellentes compétences en matière de prise de décision, de suivi et d'organisation

- Une expérience technique dans le soutien d'une application basée sur le web ou sur le client est un atout indéniable.

- Maîtrise de l'environnement Windows.

- Compétence dans l'utilisation de MS Word, Excel et Outlook.

- Langue : Anglais et français requis

- Compétences techniques : Connaissance pratique de MS Office (Word, Excel, PowerPoint et Outlook), d'Adobe et des systèmes de vente.

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.

Benefits from Day 1

-Gym discounts

-Employee and Family Assistance program

- 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