We are TRADER, a Canadian leader in digital automotive solutions. Our flagship brands — AutoTrader.ca , AutoSync , Dealertrack Canada and CMS — help Canadians buy, sell, and finance vehicles with confidence. As part of AutoScout24 group , Europe’s largest online car marketplace, we’re shaping the future of automotive retail in Canada and beyond. Bilingual 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 the 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. The Customer Support Specialist will also work very closely with other roles within the business including the Outside / Inside Account Managers, Account Directors, Online Sales Consultants and Sales Management within the sales organization regarding customer accounts. Building strong customer relationships is absolutely key to the success of the role. Key Areas of Responsibility Investigate concerns and inquiries. Ask the right questions of clients and cross-functional teams to determine the best course of action for resolving client concerns or issues raised. Communicate resolution in a timely manner; troubleshoot issues related to client accounts. Manage inbound communications (phone or email) from clients or dealer groups related to the clients. Manage outbound communications with clients that may be flagged for DNS (Do Not Sell) or to provide follow-up answers to questions or concerns raised by the clients. Coordinate & liaise with cross-functional departments to resolve technical, billing, or order fulfillment (print, priority placement, creative) issues. Work closely with Sales, Finance, Production and Dealer Services; escalate issues to the Manager of Customer Services or cross-functional departments as necessary. Prepare and run reports and presentations (e.g., Monthly reviews, Sales Proposals, Performance, Tickets, Status) for internal use and/or for clients. Analyze reports and make recommendations to the Sales team regarding customer accounts. Flag issues related to optimization. Take ownership of the accuracy of the client’s account information in AutoTrader CRM system (package info, captured data, contacts, rates, etc.). Education, Experience and Technical Skills Must be very detail-oriented and customer-focused. Must be organized and able to manage clients' expectations. Must be self‑motivated and work individually and as a team. Must have a sense of urgency to resolve and investigate issues. College diploma. Strong verbal/written communication skills – English & French (required). MS Office experience – specifically Excel is essential. Strong customer service skills. Strong analytical skills. Base Salary Range CAD $42k – $45k. The final offer may vary and can be higher based on relevant skills, experience, location, and market conditions. The total rewards package may also include benefits, bonus, and other employee offerings. Benefits from Day 1 Gym discounts Employee and family assistance program Virtual wellness events Conferences and training budget Regular internal training programs Financial Planning 3% pension matching and multiple forms of income protection. Competitive Salary Annual bonus structure 3% CPP matching Use of Artificial Intelligence in Hiring We use artificial intelligence (“AI”) in our hiring process, including to screen, assess, or select applicants for this position. Vacancy Status This job posting is for an existing vacancy. French Version Nous sommes TRADER, le leader canadien des solutions numériques automobiles. Nos marques phares — AutoTrader.ca , AutoSync , Dealertrack Canada et CMS — aident les Canadiens à acheter, vendre et financer des véhicules en toute confiance. En tant que partie du groupe AutoScout24 , le plus grand marché automobile en ligne en Europe, nous façonnons l’avenir du commerce automobile au Canada et au-delà. Spécialiste du support client bilingue Le rôle du spécialiste du support client est de fournir un support quotidien axé sur le client à des clients spécifiques et à des groupes de concessionnaires faisant affaire avec AutoTrader.... Principales responsabilités Enquête sur les préoccupations et demandes de renseignements. Poser les bonnes questions aux clients et aux équipes interfonctionnelles. Communiquer la résolution de manière opportune. Gestion des communications entrantes et sortantes. Coordonner et collaborer avec les départements transversaux pour résoudre les problèmes techniques, de facturation ou de commande. Préparer et exécuter des rapports et des présentations internes ou client. Analyser les rapports et faire des recommandations. Signaler les problèmes liés à l’optimisation. Assurer l’exactitude des informations de compte dans le système CRM AutoTrader. Éducation, expérience et compétences techniques Doit être très minutieux et centrée sur le client. Doit être organisée et capable de gérer les attentes des clients. Doit être autonome et capable de travailler individuellement et en équipe. Doit avoir le sens de l’urgence pour résoudre et enquêter sur les problèmes. Diplôme universitaire. Compétences solides en communication orale et écrite – anglais et français (obligatoire). Expérience avec MS Office – Excel en particulier est essentiel. Solides compétences en service à la clientèle. Solides compétences analytiques. Fourchette de salaire de base 42 000 $ à 45 000 $ CAD. Cette fourchette reflète la rémunération prévue au moment de la publication. L’offre finale peut varier et être plus élevée en fonction des compétences pertinentes, de l’expérience, du lieu de travail et des conditions du marché. Selon le poste, l’ensemble de la rémunération globale peut aussi inclure des avantages sociaux, une prime et d’autres prestations offertes aux employés. Use of Artificial Intelligence in Hiring (French) Nous utilisons l’intelligence artificielle (« IA ») dans notre processus de recrutement, y compris pour filtrer, évaluer ou sélectionner les candidats pour ce poste. Vacancy Status (French) Cette annonce d’emploi est pour une vacancy existante. #J-18808-Ljbffr