Senior Bilingual Client Support Specialist

AutoTrader.ca; Canada; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading Canadian online media company is seeking a Senior Client Support Specialist to provide frontline customer support and mentor junior team members. The ideal candidate will have over 2 years of customer service experience, exceptional communication skills, and fluency in English and French. This role offers a competitive salary and various employee benefits, including gym discounts and financial planning assistance.

Benefits

Gym discounts

Employee and Family Assistance program

Virtual wellness events

Conferences & training budget

Regular internal training programs

Qualifications

• 2+ years of customer service experience.
• Ability to prioritize workload and multitask.
• Fluency in English and French is required.

Responsibilities

• Provide frontline customer support responding to inquiries.
• Triage and troubleshoot escalated issues.
• Mentor and train junior team members.

Skills

Customer service experience

Exceptional communication skills

Problem-solving skills

Technical support experience

Proficiency in Microsoft Office

Education

College or Bachelor's degree in a relevant field

Job description

Overview

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, with over 25 million monthly visits. AutoSync is the largest and fastest growing dealer and OEM software provider in Canada, with a diverse range of offerings including vAuto, EasyDeal, xtime, Motoinsight, Activix, TAdvantage and TRFFK. Dealertrack is Canada’s largest automotive financing portal. Collateral Management provides end-to-end managed technology solutions for maximizing funds recovered while ensuring compliance. For more information, visit tradercorporation.com.

About AutoScout24

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. Since 1998 AutoScout24 has offered a digital platform for car trading with over 30 million users per month, more than 43,000 dealers and around 500 employees, representing Germany and other European core markets.

Experience with AI

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 to improve efficiency for themselves and their teams. A proactive approach to exploring and implementing AI tools that drive innovation is highly valued.

Senior Client Support Specialist – Responsibilities

Dealertrack Canada is the leading provider of web-based software solutions for automotive, marine, recreational vehicle, motorcycle and powersport retail industries. The Senior Client Support Specialist (Sr. CSS) will provide frontline customer support, including responding to inbound telephone and email inquiries from dealerships and strategic partners. The role includes coaching/mentoring junior team members, triaging and troubleshooting escalated issues, and supporting cross-departmental projects. The Sr. CSS will provide interim leadership or guidance to Client Support team members as needed.

Key Responsibilities

• Effectively triage/troubleshoot and resolve or communicate issues escalated by Level 1 CSS or other internal solution groups. Manage timely communications between internal stakeholders and Level 1 CSS for customer updates.
• Responsible for the timely processing of all portal and security administration tasks, including internal user administration, credit bureau activation, dealership enrollment and activation, dealer group and broker administration, and vehicle availability requests.
• Create, update, and maintain detailed and accurate process and product knowledge artifacts.
• Collaborate with internal business and technical solution groups as a product and process subject matter expert (SME).
• Triate, prioritize, and communicate system-level issues to internal stakeholders to ensure service level agreements are delivered within target.
• Provide functional application training and support onboarding of new team members. Mentor and provide ongoing training to junior/new team members.
• Support DTN (Dealertrack Network) and Lender-user account administration requests as needed.
• Interact primarily via telephone with stakeholders including dealerships and lending or strategic partners to resolve concerns, respond to inquiries, and process requests related to Dealertrack products and services.

Qualifications

• +2 years of customer service experience
• College or BA in a 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, multi-tasking capability
• Demonstrated problem-solving and analytical thinking
• Excellent decision making, follow-up, and organizational skills
• Previous experience in a customer-service environment is an asset
• Technical experience supporting a web-based or client-based application is an asset
• Proficiency in a Windows environment
• Competent in MS Word, Excel and Outlook
• Language: English and French required
• Technical Skills: Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and 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 that support employees to be at their 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.

Compensation

Competitive salary

• Annual bonus structure
• 3% CPP matching