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Full-Time

Customer Support Agent-D2C

Confirmed live in the last 24 hours

Dealer Inspire

Dealer Inspire

201-500 employees

Provides automotive dealer websites and technology

Junior

Remote in Canada

Category
Customer Education & Training
Customer Support
Customer Success & Support
Required Skills
Sales
Communications
Management
Marketing
Requirements
  • 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
  • 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
Responsibilities
  • 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

Dealer Inspire, a provider of advanced automotive dealer websites and comprehensive technological solutions for the car industry, focuses on using AI and data-driven strategies to enhance the car buying experience. By integrating connected marketing, strategic search, and real-time technologies, the company has established a strong industry presence, offering unique, real-time insights through the PRIZM™ dashboard. These capabilities make Dealer Inspire an attractive workplace for those interested in a cutting-edge environment that leads with technological advancements and a commitment to transforming automotive retail.

Company Stage

M&A

Total Funding

$300K

Headquarters

Naperville, Illinois

Founded

2013

Growth & Insights
Headcount

6 month growth

-6%

1 year growth

-31%

2 year growth

-30%