Title: Customer Support Specialist (CSS) – P1

Location: Remote Canada

Reports To: Customer Support Manager

The Role:

The customer support specialist serves as the company's first point of contact for assisting current and potential customers with relation to its products and services. The main duties of this position include making sure that customer concerns across product lines are effectively triaged, resolved, and escalated to relevant stakeholders.

The Impact You Will Have in This Role:

Customer support specialists are pivotal in ensuring exceptional customer satisfaction and experience. Their expertise, empathy, and swift issue resolution create an environment where customers feel valued and understood, resulting in long-term loyalty and advocacy. A stellar customer experience is a potent differentiator, setting a company apart in a crowded market. Hence, the role of customer support specialists profoundly shapes both satisfaction and the overall customer journey.

What You'll Be Doing in This Role:

• Provide end-user product and technical support via telephone and email.
• Define, diagnose, and troubleshoot customer product problems.
• Proactive monitoring of automotive portals, client websites, and internal site testing to interrogate data before it is sent to the customer site.
• Assist customers through clear communication and step-by-step solutions.
• Establish trust with customers and elicit information about their concerns.
• With customers, establish appropriate delivery expectations.
• Document all client interactions, product defects and suggestions in CRM and trouble ticket systems.
• Provide regular follow up and feedback to customers and stakeholders on outstanding requests.
• Engage next level support staff as needed.
• Follow appropriate escalation process of unresolved issues.
• Create reports in Word, Excel, SQL.

Qualifications of this Role:

• Demonstrable experience in the dealer/automotive industry.
• Previous experience in customer support industry.
• Ability to collaborate across teams.
• Utilize analytical abilities to assess situations and provide suitable solutions for customers.
• Strong written and verbal communication skills
• The capacity to manage time, prioritize tasks, and handle multiple responsibilities to meet customer needs is crucial.
• High level of diplomacy, tact, and negotiation skills are necessary.
• Familiarity with Windows operating systems, including proficiency in installing, uninstalling, and configuring applications, as well as utilizing MS Office tools.
• A solid working knowledge of Salesforce CRM, Jira ticketing system, or equivalent software.

The Hiring Manager says:

Our team members represent our organization's most valuable assets. We firmly believe that by prioritizing their well-being, they will, in turn, prioritize the satisfaction of our customers. Distinguishing ourselves as a support center rather than a call center, we center our philosophy on providing an exceptional customer journey and the highest quality of support services, rather than focusing solely on expediency.

We empower our staff to make a meaningful impact in each customer interaction, taking ownership of the customer's experience from their initial contact until we arrive at a resolution. If you are someone who genuinely values the customer experience...

If you thrive in a dynamic team setting and find fulfillment in aiding others, in brightening someone's day...
If you are currently a high-performing member of a Customer Service/Support team but sense untapped potential to enhance the customer experience or drive positive change in your organization...
If you resonate with any of the above or find this opportunity intriguing, we encourage you to get in touch with us!

The Way We Work:

• Leader Led
• Remote First
• Foster Flexibility
• Reward Performance
• Time Off Matters

Company Mission

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients' toughest challenges.

Our Values

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.

J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

J.D. Power is an equal-opportunity employer and compliant with AODA/ADA legislation. Should you require accommodations during the recruitment and selection process, please reach out to [email protected].

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.