Customer Support Agent - Canada

Be essential at Cars Commerce Canada

At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire & D2C Media, our trade and appraisal technology, AccuTrade, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.

No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.

But don’t take our word for it. Awarded the 2024 Best Places to Work by Built In, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.

ABOUT THIS ROLE: 

The Customer Support Agent is responsible for helping the organization create frictionless support and training experiences that resolve requests within the established company SLAs. The Customer Support Agent also manages escalations to SMEs and/or Product Owners. You will be in constant contact with clients and internal teams (sales, dev-ops, marketing, etc.). You should feel comfortable with and motivated by working in a high-volume, high-stakes environment, as well as communicating seamlessly through appropriate channels (email, phone, slack & in-person meetings). Key responsibilities include: 

• Analyze and resolve incoming or scheduled support requests in accordance with the company's SLAs while maximizing customer satisfaction.
• Receive and process customer requests for technical support for our products through various channels: emails, incoming phone calls, or callback requests.
• Resolve complex product-related issues and collaborate with other departments to ensure a quick and effective resolution.
• Escalate more complex issues to higher-level support teams and/or management, and ensure communication with customers as needed.
• Provide fast and efficient service to customers in accordance with department guidelines and policies.
• Stay updated on the evolution of internal knowledge as well as our training processes, accessible on our sharing platforms, in order to accurately respond to customer inquiries.
• Utilize in-depth product knowledge to inform customers about product features or additional services to meet their needs.
• Support the maintenance and hygiene of data by accurately documenting interactions with customers and adding notes in all relevant systems.
• Be an ambassador for our customer experience by ensuring that various opportunities for process, system, or technology improvements are communicated to management or the product team.

ABOUT YOU:  

• Bachelor's degree in a technical field (computer science, technology management, etc.) OR equivalent professional experience.
• Two (2) years of experience in customer service or technical support.
• Excellent communication skills (verbal and written) in French and English.
• Ability to quickly and effectively analyze a problem, determine its cause, take appropriate measures to resolve it, and follow up with the relevant parties.
• Capable of presenting information clearly and structured, including the ability to convey technical concepts to non-technical users.
• Skilled in providing excellent support to our clients by actively listening to their needs and properly investigating to gain a complete understanding.
• Aptitude for quickly developing relationships with others and adapting to different communication styles. Able to interact with colleagues and clients easily.
• Ability to comfortably manage high-pressure situations.
• Competence in multitasking and possessing strong time management skills.
• Aptitude for working with various web platforms, including Zoho, Jira, BrowserStack, Wikis, etc.
• Strong adaptability and learning ability in a constantly evolving industry.
• Aptitude for working with a high degree of autonomy.

Preferred:

• Experience in the digital automotive sector is a plus (website content editing, syndication, technical support).
• Proficiency with Google or Microsoft Workspace: Excel, Sheets, Docs, Slides, etc.
• Bilingual in French and English.

#LI-SY  #LI-REMOTE

Our Comprehensive Benefits Package includes:

• Medical, Paramedical & Dental Healthcare Plans
• New Hire Stipend for Home Office Set-Up
• Generous PTO
• Paid holidays

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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