Customer Support Agent
Job Description
About the Role
Title:The Customer Support Agent
Location: Montreal, Quebec, Canada, Remote
Job Description:
Be essential at Cars Commerce Canada
At Cars Commerce, we are obsessed with simplifying everything about buying and selling cars. We do right by our customers and consumers to better connect the industry with simplified, seamless technology to improve, measure and drive local automotive commerce. Whether it’s through our most recognized marketplace, Cars.com , our premier 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’s woven into the very fabric of our shared values. We like to say that we rise together , putting people at the centre of everything we do, from consumer to customer to 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 built on a commitment to Challenge and Responsibility , fuelling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our core, we have integrity, doing the right thing , even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth is not only possible, but inevitable.
But don’t just take our word for it. As a 2024 Best Places to Work award winner from Built In , we’re obsessed with employee experience. We’re among the top 20% of our industry’s âBestâ rankings based on six critical factors that matter to employee well-being, including quality of pay, benefits, work-life balance, and more.
ABOUT THIS POSITION:
The Customer Support Agent is responsible for helping the organization reduce or eliminate sources of friction in our customers’ support and training experience while meeting company-established deadlines (SLAs). The Customer Support Agent also manages escalations to Business Subject Matter Experts (SMEs) and/or Product Owners. You will be in constant contact with customers and internal teams (sales, dev-ops, marketing, etc.). You must be comfortable and motivated by working in a high-volume, high-stakes environment that requires fluid communication through various appropriate channels (email, phone, Slack, and in-person meetings). Key responsibilities include:
Analyze and resolve incoming or scheduled requests in compliance with company SLAs and maximize customer satisfaction.
Receive and process customer requests for technical support for our products through various channels; emails, inbound phone calls or callback requests.
Resolve complex product 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 defusion with customers as necessary.
Provide prompt and efficient service to customers in accordance with department guidelines and policies.
Schedule and install software and services for new customers through webinars or in person at dealerships.
Stay up to date with the evolution of internal knowledge as well as our training processes, accessible on our sharing platforms, in order to be able to answer customer questions accurately.
Use in-depth product knowledge to educate customers about additional product features 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 of our customer experience by ensuring that we communicate to management or the product team the various opportunities for improving processes, systems or our technology
Acquire technical or professional certifications as needed.
Stay up to date on software updates and industry best practices. Share this knowledge and expertise with colleagues and customers.
Conduct performance reviews with existing customers and keep them informed of the latest developments to maintain their product knowledge and satisfaction.
Achieve personal and departmental goals.
ABOUT YOU:
Undergraduate degree in a technical field (computer science, technology management, etc.) OR equivalent professional experience.
Two (2) years of experience in lead management 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 action 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 customers by actively listening to their expressed needs and investigating properly 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 clients.
Ability to comfortably handle high-pressure situations.
Ability to handle multiple tasks at once and have 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 a constantly changing industry.
Ability to work with a high degree of autonomy.
Desirable:
Experience in IT help desk / 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 setup.
Generous paid leave.
Paid public holidays.
We are an equal opportunity employer and value diversity at 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 leave (vacation)
Paid public holidays
We are an equal opportunity employer and value diversity at 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.
