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.ResponsibilitiesProvide customer-focused day-to-day support to specific clients and dealer groups doing business with AutoTraderServe as the internal primary point of contact between the customer and AutoTrader for specific customer related issuesProvide, 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 accountPrepare sales presentations and monthly reports for customersReview analytics regarding activity and ROI and provide account guidance to the clientInvestigate concerns and inquiriesAsk the right questions of clients and cross functional teams to determine best course of action for resolution to clients concerns or issues raisedCommunicate resolution in a timely mannerTroubleshoot issues brought to their attention regarding client's accountsManage inbound communications (phone or email) from clients or dealer groups related to the clientsManage 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 clientsProvide a strong level of customer service and build a level of trust with the clientCoordinate & liaise with cross-functional departments to resolve issues technical in nature or related to billing or related to order fulfillmentWork closely with Sales, Finance, Production and Dealer ServicesEscalate issues to the Manager of Customer Services or to cross functional departments as necessaryPrepare and run reports and presentations (ie. Monthly reviews, Sales Proposals, Performance, Tickets, Status, etc) both internally within the organization and/or for the clients purposesAnalyze reports and make recommendations to the Sales team regarding customer accountsFlag issues regarding optimizationTake ownership of the accuracy of the clients account information in AutoTrader CRM systemSkillsMust be very detailed oriented and very customer focusedMust be organized and able to manage clients' expectationsMust be self-motivated and work individually and as a teamMust have a sense of urgency to resolve and investigate issuesCollege diplomaMust have solid verbal/written communication skillsMS Office experience - specifically Excel is essentialStrong customer service skillsStrong analytical skillsBenefitsGym discountsEmployee and Family Assistance programVirtual wellness eventsConferences & training budgetRegular internal training programsFinancial planning with 3% matching PensionCompetitive salaryCompany OverviewAutoTrader is the largest and most trusted automotive marketplace in Canada. It was founded in 1975, and is headquartered in Etobicoke, Ontario, CAN, with a workforce of 501-1000 employees. Its website is http://go.trader.ca.



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