Customer Support Agent-D2C

Be essential at Cars Commerce Canada

At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire & D2C Media, our trade and appraisal technology, AccuTrade, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.

No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, 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 becomes not only possible, but downright unavoidable.

But don’t take our word for it. Awarded the 2024 Best Places to Work by Built In, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.

ABOUT THIS ROLE:

The Customer Support Agent is responsible for helping the organization create frictionless support experiences that resolve requests within the established company SLAs. The Inventory Analyst also manages escalations to SMEs and/or Product Owners. You will be in constant contact with clients and internal teams (sales, dev-ops, marketing, etc.). You should feel comfortable with and motivated by working in a high-volume, high-stakes environment, as well as communicating seamlessly through appropriate channels (email, phone, slack & in-person meetings). Key responsibilities include:

• Resolve incoming or scheduled requests within the company SLA to maximize customer satisfaction.
• Intake technical product support requests from customers through various channels, primarily inbound email as well as inbound phone calls & call-back requests.
• Troubleshoot complex product-related issues.
• Escalate more complex issues to higher-level support teams and/or management, and de-escalate customers as needed.
• Provide quality service to customers in accordance with the department’s guidelines and policies.
• Take a high rate of inbound contacts and provide a high level of engagement with the customers to assist them with a resolution to their product-related issue(s).
• Stay aligned with internal knowledge sharing, platforms and training processes to answer customer questions accurately and maintain personal skills.
• Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
• Support data maintenance and hygiene by accurately documenting customer interactions and adding notes in all applicable systems.
• Be a steward of our customer experience by communicating process, system or technical improvement opportunities to Management or to the Product Team.
• Acquire technical and service certifications as required.
• Understand website package levels and set appropriate client expectations; identify consultative upsell opportunities and hand off to Managed Services, Performance Management or Sales.
• Complete personal and department-assigned goals.

ABOUT YOU:

• Undergraduate degree in a technical field (Comp-sci, BTM, etc.) OR equivalent work experience
• 2+ years Lead Management Automotive experience
• At least 2 years in a technical environment *Work experience can vary depending on whether we hire for Syndication, Web support or CRM.
• Strong communication skills (verbal and written) in both French and English.
• Ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up.
• Ability to present information in a clear and understandable manner.
• Ability to actively listen and provide support by questioning through curiosity to gain a complete understanding of customer needs.
• Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry.
• Ability to quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers.
• Ability to diffuse high-tension situations comfortably.
• Ability to multi-task and possess strong time management skills.
• Ability to work with various web platforms, including Zoho, Jira, BrowserStack, Wikis, etc.
• Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry.
• Ability to work with a high degree of autonomy.

Preferred:

• Helpdesk experience / IT Service Desk experience is considered an asset
• Experience in the automotive, telecom, or travel industry a plus

Our Comprehensive Benefits Package includes:

• Medical, Paramedical & Dental Healthcare Plans
• New Hire Stipend for Home Office Set-Up
• Generous PTO
• Paid 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, gender, sexual orientation, age, marital status, veteran status, or disability status

Our Comprehensive Benefits Package includes:

• Medical, Paramedical & Dental Healthcare Plans
• New Hire Stipend for Home Office Set-Up
• Generous PTO
• Paid 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, gender, sexual orientation, age, marital status, veteran status, or disability status.

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