Client Support Specialist

The role of the Customer Support Specialist is to provide customer-focused day-to-day support to specific clients and dealer groups doing business with AutoTrader. This role also serves as the internal primary point of contact between the customer and AutoTrader for specific customer-related issues. The role may provide, 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 account, including preparing sales presentations and monthly reports for customers. Reviewing analytics regarding activity and ROI and providing account guidance to the client is also expected. Building strong customer relationships is absolutely key to the success of the role. The role is within the AutoTrader.ca platform, part of the AutoScout24 group.

Responsibilities

Provide customer-focused day-to-day support to specific clients and dealer groups; Act as the internal primary point of contact between the customer and AutoTrader for customer-related issues; Investigate concerns and inquiries; Ask the right questions of clients and cross-functional teams to determine the best course of action for resolution; Communicate resolutions in a timely manner; Troubleshoot issues related to client accounts; Manage inbound communications (phone or email) from clients or dealer groups; Manage outbound communication with clients flagged for DNS (Do Not Sell) and provide follow-up answers to questions or concerns; Coordinate and liaise with cross-functional departments on technical, billing, or order fulfillment issues (print, priority placement, creative); Escalate issues to the Manager of Customer Services or cross-functional departments as necessary; Prepare and run reports and presentations (monthly reviews, sales proposals, performance, tickets, status); Analyze reports and make recommendations to the Sales team regarding customer accounts; Review analytics on activity and ROI and provide account guidance to clients; Flag issues related to optimization; Take ownership of the accuracy of client account information in the AutoTrader CRM system, including package information, capture information, contacts, and rates; Work closely with Outside/Inside Account Managers, Account Directors, Online Sales Consultants, and Sales Management

Requirements

Very detail oriented and very customer focused; Organized and able to manage clients' expectations; Self-motivated and able to work individually and as a team; Sense of urgency to resolve and investigate issues; College diploma; Solid verbal/written communication skills; MS Office experience, specifically Excel, is essential; Strong customer service skills; Strong analytical skills

Benefits

Gym discounts; Employee and Family Assistance program; Virtual wellness events; Conferences and training budget; Regular internal training programs; Financial planning with 3% matching pension; Competitive salary