Client Support Specialist

AutoTrader.ca; Ontario; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading online media company in Canada is seeking a Customer Support Specialist to provide day-to-day support for clients and dealer groups. This role requires strong customer service and analytical skills, ensuring effective communication and problem resolution. Ideal candidates should be detail-oriented and proficient in MS Excel, with a genuine focus on client satisfaction. This position includes various benefits like gym discounts and a competitive salary with bonuses.

Benefits

Gym discounts

Employee and Family Assistance program

Virtual wellness events

Conferences & training budget

Regular internal training programs

Qualifications

• Very detail-oriented and customer-focused.
• Organized with strong client expectation management.
• Self-motivated, able to work individually and in teams.
• Strong verbal/written communication skills.

Responsibilities

• Provide customer-focused support to clients and dealer groups.
• Liaison for customer service and technical support.
• Review analytics and provide account guidance.
• Investigate concerns and communicate resolutions.
• Manage inbound and outbound communications for client accounts.
• Prepare and conduct internal and client-facing reports.

Skills

Customer service skills

Analytical skills

Detail-oriented

MS Office (Excel)

Education

College diploma

Job description

Client Support Specialist

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. 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. AutoScout24 enables users to find, finance, buy, subscribe for and sell used and new cars, providing inspiration on cars and other vehicles and making hard decisions easy. Since 1998 AutoScout24 has offered a comprehensive digital platform for car trading to private users, car dealers and other cooperation partners, with a marketplace that includes used and new cars, motorcycles and commercial vehicles. AutoScout24 has over 30 million users per month, more than 43,000 dealers and around 500 employees and is represented in Germany and other European core markets including Belgium, Luxembourg, the Netherlands, Italy, France and Austria. Further information is available at 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 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.

What’s in it for you…

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

Responsibilities

• This role is to provide customer-focused day-to-day support to specific clients and dealer groups doing business with AutoTrader and act as the internal primary point of contact for customer-related issues.
• Provide or 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.
• Review analytics regarding activity and ROI and provide account guidance to the client.
• Work closely with Outside/Inside Account Managers, Account Directors, Online Sales Consultants and Sales Management regarding customer accounts.
• Investigate concerns and inquiries; ask questions to determine best course of action; communicate resolution in a timely manner.
• Manage inbound and outbound communications related to client accounts, including Do Not Sell (DNS) flag follow-ups and building trust with clients.
• Coordinate with cross-functional departments to resolve technical, billing, or order-fulfillment issues (print, priority placement, creative).
• Escalate issues to the Manager of Customer Services or cross-functional departments as necessary.
• Prepare and run internal and client-facing reports and presentations (monthly reviews, proposals, performance, tickets, status).
• Flag optimization opportunities when applicable and ensure accuracy of client information in AutoTrader CRM (packages, captures, contacts, rates, etc.).

Education, Experience and Technical skills

• Must be very detailed oriented and very customer focused.
• Must be organized and able to manage clients'' expectations.
• Must be self-motivated and able to work individually and as part of a team.
• Must have a sense of urgency to resolve and investigate issues.
• College diploma.
• Solid verbal/written communication skills.
• MS Office experience – specifically Excel is essential.
• Strong customer service skills and strong analytical skills.