Senior Bilingual 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. Collateral Management helps you remain compliant in all jurisdictions, alleviating your exposure to reputational and financial risks. Visit tradercorporation.com to learn more..

Dealertrack Canada is the leading provider of web-based software solutions and services for all major segments of the automotive, marine, recreational vehicle, motorcycle and powersport retail industries. Dealertrack Canada serves dealers, lenders, OEMs (Original Equipment Manufacturers), third-party retailers, agents and aftermarket providers with its comprehensive set of solutions including Sales/F&I products; market data for dealers, lenders and OEMs; and digital document services. Dealertrack Canada is a subsidiary of Trader Corporation. For more information about Dealertrack Canada, visit www.dealertrack.ca. 

In addition to providing frontline customer support (including but not limited to: responding to inbound telephone and email inquiries from dealerships and strategic partners) the Senior Client Support Specialist (Sr. CSS) will be actively involved in coaching/mentoring junior/new team members, triaging and troubleshooting escalated issues and supporting cross-departmental projects and tasks.

The Sr. CSS will provide interim leadership or guidance to the individual members of the Client Support team 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 and requests including, but not limited to, internal user administration, credit bureau activation, dealership enrollment and activation, dealer group and broker administration, and vehicle availability requests.

• Creates, updates, and maintains detailed and accurate process and product knowledge artifacts. 

• Works in collaboration with internal business and technical solution groups as a product and process subject matter expert (SME). 

• Effectively triage, prioritize, and communicate system-level issues to internal stakeholders to ensure ‘Service Level Agreements’ are delivered within target. 

• Provide functional application training and support the onboarding of new team members. Provide mentoring and on-going training to junior/new team members. 

• Facilitates supplementary support for DTN (Dealertrack Network) and Lender-user account administration requests. 

• Interact (primarily via telephone) with stakeholders including dealership 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 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 according to demands, and demonstrated ability to multi-task

• Demonstrated ability to problem-solve and think analytically

• Excellent decision making, follow-up, and organizational skills.

• Previous experience in a customer-service environment an asset

• Technical experience supporting a web-based or client-based application a definite asset

• Proficiency in a windows environment. 

• Competent in the use of MS Word, Excel and Outlook 

• Language: English and French required

• Technical Skills: Well versed in MS Office (Word, Excel, PowerPoint and Outlook), 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 we all benefit from that support us to be our creative best.

Fitness and wellness

-We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.

Benefits from Day 1

-Gym discounts

-Local in-office free gyms

-Employee and Family Assistance program

-Weekly 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