Position: Dealer Support Representative

Reports To: Manager, Dealer Support

Summary

Reporting to the Manager, Dealer Support, this position provides support to Dealer clients and the National Sales Team.

Responsibilities

• Provide best in class customer service to external clients/ support and assistance to internal departments
• Assist in corresponding with members of the sales team via phone or email
• Daily administration and coordination of customer service activities
• Liaise with the sales team to coordinate in-field support
• Collaborate with Marketing department and coordinate with Distribution Centre to ship regular sales supply orders
• Assemble marketing/sales collateral and POS materials
• Maintain a strong knowledge of Sym-Tech products
• Meet or exceed monthly call centre performance objectives including call quality and performance objectives
• Accurately complete appropriate documentation for each transaction (including keeping the CRM records up-to-date)
• Work closely with Accounting department to ensure accurate processing of cancellations, refunds, and adjustments
• Additional duties, tasks and/or projects as required by Management

Qualifications

• Ideally 1 – 2 years in a customer service/administration type role
• Strong written and oral communication skills
• Demonstrated skills in customer escalation, conflict resolution and negotiation
• Strong customer service, interpersonal and relationship-building skills
• Strong multi-tasking, organizational, time management and problem solving skills
• Strong team building skills, to work well within a close team environment – self-sufficient, resourceful and work well with minimal supervision
• Proficient in the MS Office suite
• CRM experience an asset
• Ability to demonstrate a high degree of professionalism
• Insurance/Automotive Industry experience a distinct advantage

• Fluent French language skills (written and spoken) is an asset