Client Support Specialist

TRADER is a Canadian leader in digital automotive solutions, and they are seeking a Client Support Specialist for their flagship platform, AutoTrader.ca. The role involves providing customer-focused support, managing communications, and building strong relationships with clients and dealer groups.

Responsibilities

• Provide customer-focused day-to-day support to specific clients and dealer groups doing business with AutoTrader
• Serve as the internal primary point of contact between the customer and AutoTrader for specific customer related issues
• 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
• Prepare sales presentations and monthly reports for customers
• Review analytics regarding activity and ROI and provide account guidance to the client
• Investigate concerns and inquiries
• Ask the right questions of clients and cross functional teams to determine best course of action for resolution to clients concerns or issues raised
• Communicate resolution in a timely manner
• Troubleshoot issues brought to their attention regarding client's accounts
• Manage inbound communications (phone or email) from clients or dealer groups related to the clients
• Manage 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
• Provide a strong level of customer service and build a level of trust with the client
• Coordinate & liaise with cross-functional departments to resolve issues technical in nature or related to billing or related to order fulfillment
• Work closely with Sales, Finance, Production and Dealer Services
• Escalate 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
• Analyze reports and make recommendations to the Sales team regarding customer accounts
• Flag issues regarding optimization
• Take ownership of the accuracy of the clients account information in AutoTrader CRM system

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
• College diploma
• Must have solid verbal/written communication skills
• MS Office experience - specifically Excel is essential
• Strong customer service skills
• Strong analytical skills

Benefits

• Gym discounts
• Employee and Family Assistance program
• Virtual wellness events
• Conferences & training budget
• Regular internal training programs
• Financial planning with 3% matching Pension
• Competitive salary

Company Overview