Customer Support Agent

Customer Support Agent

D2C

at Dealer Inspire (See all jobs)

rental

Be essential at Cars Commerce Canada

At Cars Commerce, we’re obsessed with simplifying everything related to buying and selling cars. We are doing well by our customers and consumers to better connect the industry with simplified, stepless technology to improve, measure and drive local automotive commerce. Whether it’s through our most recognized marketplace, Cars.com, our leading digital experience, Dealer Inspire & D2C Media, our commerce and valuation technology, AccuTrade, or our new Cars Commerce Media Network, Cars Commerce is critical to the success of the automotive industry.

No one travels alone here: at the very heart of Cars Commerce is collaboration. In fact, it is embedded in the very fabric of our shared values. We like to say that we rise together, putting people at the center of our actions, from the consumer to the customer to the community. Life at Cars Commerce is made easier when we share the ethos of being Open to All, encouraging open-minded communication because we know that diverse thinking produces better results. But critical success is based on the Concern to Challenge and Take Responsibility, nurturing a competitive spirit in a respectful environment where we think about tomorrow but act today. At our core, we have integrity, doing what’s right, even when it’s difficult. It is our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright inevitable.

But don’t just rely on our words. Winner of the 2024 Best Places to Work award by Built In, we’re obsessed with the employee experience. We are among the top 20% declared “Best” in our industry based on six critical factors important to employee well-being, such as compensation quality, benefits, work-life balance, and more.

ABOUT THIS POSITION:

The Customer Support Agent is responsible for helping the organization reduce or eliminate friction in our customers’ support and training experience while meeting the company’s established deadlines (SLAs). The Customer Support Agent also manages escalations to business experts (SMEs) and/or product managers. You will be in constant contact with customers and internal teams (sales, dev-ops, marketing, etc.). You should feel comfortable and motivated by working in a high-volume, high-stakes environment that requires smooth communication through various appropriate channels (email, phone, Slack, and in-person meetings). Key responsibilities include:

• Analyze and resolve incoming or scheduled requests within company SLAs and maximize customer satisfaction.
• Receive and process customer requests for technical support of our products through various channels; emails, incoming phone calls, or callback requests.
• Resolve complex product-related issues and collaborate with other departments to ensure timely and efficient resolution of these issues.
• Escalate more complex issues to higher-level support teams and/or management, and ensure demerger with customers as needed.
• Provide prompt and efficient service to clients in accordance with the department’s guidelines and policies.
• Plan and install software and services for new customers through webinars or in person at dealerships.
• Stay up to date with evolving internal knowledge as well as our training processes, accessible on our sharing platforms, so that we can answer customer questions accurately.
• Use in-depth product knowledge to educate customers about the features of additional products or services and meet their needs.
• Support data maintenance and hygiene by accurately documenting customer interactions and adding notes in all relevant systems.
• Be an ambassador for our customer experience by making sure to communicate to management or the product team the various opportunities to improve processes, systems or our technology
• Acquire technical or professional certifications as required.
• Stay up to date on software updates and industry best practices. Share this knowledge and expertise with colleagues and clients.
• Conduct performance reviews with existing customers and update them on the latest developments to maintain product knowledge and satisfaction.
• Achieve personal and departmental goals.

ABOUT YOU:

• Undergraduate degree in a technical field (Computer Science, Technology Management, etc.) OR equivalent work experience.
• Two (2) years of lead management experience in the automotive industry.
• Excellent communication skills (verbal and written) in French and English.
• Ability to quickly and effectively analyze a problem, determine its cause, take appropriate measures to resolve it and follow up with the various stakeholders.
• Ability to present information in a clear and structured manner, including the ability to convey technical concepts to non-technical users.
• Ability to provide excellent support to our clients by actively listening to their needs and investigating properly in order to gain a complete understanding.
• Knowledge or ability to quickly integrate key technical products, software functions (CRM and other automotive software in particular), retail or digital marketing solutions for the automotive industry.
• Ability to quickly develop relationships with others and adapt to different communication styles. Facilitate interaction with colleagues and customers.
• Ability to comfortably handle high-voltage situations.
• Ability to multitask and possess strong time management skills.
• Ability to work with various web platforms, including Zoho, Jira, BrowserStack, Wikis, etc.
• Proven experience in technical support, customer service and/or training.
• Strong ability to adapt and learn in an ever-changing industry.
• Ability to work with a high degree of autonomy.

Desirable:

• Experience in help desk / IT service desk considered an asset.
• Experience in the automotive, telecommunications or travel sectors a plus.
• Proficiency with Google or Microsoft Workspace: Excel, Sheets, Docs, Slides, etc.
• Valid driver’s license.

Our comprehensive benefits package includes:

• Medical, paramedical and dental care plans.
• New Employee Allowance for Home Office Fit-Out.
• Generous paid leave.
• Paid holidays.

We are an equal opportunity employer for all and value diversity within our company. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability status.

#LI-SY #LI-REMOTE

Our comprehensive benefits program includes:

• Medical, paramedical and dental health care plans
• Home Office Setup Allowance for New Employees
• Generous paid time off (vacation)
• Paid holidays

We are an equal opportunity employer and value diversity within our company. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability status.