Client Support Specialist

AutoTrader.ca; Toronto; Hybrid; CAD 40,000 - 44,000; Full time

Benefits offered by this job

Employee and Family Assistance program

Virtual wellness events

Regular internal training programs

Pension with 3% matching

Job summary

AutoTrader.ca is seeking a Client Support Specialist to provide customer-focused day-to-day support to specific clients and dealer groups doing business with AutoTrader. You will be the internal primary contact for customer-related issues, coordinating with cross-functional teams and preparing monthly reports for clients.

Responsibilities include investigating inquiries, resolving issues, and managing communications while ensuring accurate account data in the CRM system.

Qualifications

• Detail-oriented and highly customer-focused.
• Highly organized with ability to manage client expectations.
• Self-motivated and able to work independently and in a team.
• Strong verbal and written communication skills.
• Advanced MS Excel skills and general MS Office experience.
• Strong analytical capabilities.

Responsibilities

• Investigate client concerns and inquiries.
• Ask targeted questions to determine best resolution path.
• Communicate resolutions promptly to clients.
• Manage inbound communications (phone or email) from clients.
• Outreach to clients, including those flagged for DNS, with follow-up answers.
• Coordinate with cross-functional teams to resolve billing, product, or order issues.
• Collaborate with Sales, Finance, Production, and Dealer Services.
• Prepare and present monthly reports and reviews for clients.
• Flag optimization opportunities in client accounts.
• Maintain accuracy of client account information in AutoTrader CRM.

Skills

Customer focus

Attention to detail

Organizational skills

Communication skills

Analytical skills

Self-motivation

Tools

Excel

Job description

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 ofAutoScout24 group, Europe’s largest online car marketplace, we’re shaping the future of automotive retail in Canada and beyond.

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

Role: Client Support Specialist
Location: Etobicoke, ON (Hybrid)

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.

Key Areas of Responsibility:

• This role is expected to investigate concerns and inquiries.
• Asking the right questions of clients and cross functional teams to determine best course of action for resolution to clients concerns or issues raised.
• Communicating resolution in a timely manner is critical to the success of this role. This role is also expected to troubleshoot issues brought to their attention re: client's accounts.
• Managing inbound communications (phone or email) from clients or dealer groups related to the clients.
• Also, managing 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. Providing a strong level of customer service and building a level of trust with the client is critical.
• Coordinate & liaise with cross-functional departments to resolve issues technical in nature or related to billing or related to order fulfillment (print, priority placement, creative).
• This role will be working closely with Sales, Finance, Production and Dealer Services. Will escalte issues to the Manager of Customer Services or to cross functional departments as necessary.
• Prepare and run reports and presentations (ie. Monthly reviews, Sales Proposals, Performance, Tickets, Status, etc) both internally within the organization and/or for the clients purposes.
• Reports can be analyzed and recommendations may be made to the Sales team regarding customer accounts.
• May flag issues re: optimization.
• Take ownership of the accuracy of the clients account information in AutoTrader CRM system. Including package information, capture information, 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 work individually and as a team.
• Must have a sense of urgency to resolve and investigate issues.
• Must have solid verbal/written communication skills.
• MS Office experience - specifically Excel is essential.
• Strong analytical skills

What’s in it for you…

• Employee and Family Assistance program
• Virtual wellness events
• Regular internal training programs
• Financial planning with 3% matching Pension

Compensation

Our ranges reflect 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.

The base salary range for this position is

$40,000 - $44,000 CAD

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.