Customer Support Specialist - Digital Dealer (Bilingual)

The Role: 

The Customer Support Specialist operates with a customer-first mindset. You will help our customers understand the products and services they license while assisting them with any questions or concerns they may have. You will help ensure customer satisfaction by providing prompt and accurate service by means of phone, email and trouble ticket system.

Responsibilities:

• Respond to incoming requests from end users via telephone, email and trouble ticket system in a quick and courteous manner
• Report process failures internally and manage customer communications and/or escalate as required
• Investigate, diagnose, research, correct, and redirect customer requests to the correct team or department
• Collaborate with internal and external teams to diagnose, investigate, research and correct customer issues
• Document all customer interactions and work performed on each file in CRM and trouble ticket systems

Qualifications:

• Passionate about helping people and operates with a customer-first mindset.
• 2-5 years’ experience as a Customer Support Specialist or similar CS role
• Well spoken English & French (Quebecois)
• Excellent interpersonal skills, professional communication skills, verbal and written
• High level of tact, diplomacy and negotiation skills required at all times
• Working knowledge of MS Office tools, CRM tools and Trouble Ticket reporting tools
• Superior analytical and organizational skills with strong attention to detail, must be detail oriented.
• Ability to work in a fast-paced, rapidly changing environment

The Career Opportunity: 

At J.D. Power, you'll be working for a worldwide leader of customer service, providing an unbiased view of the voice of the customer to businesses and consumers. Each year, J.D. Power interacts with millions of respondents around the world to better understand their opinions, perceptions, and expectations about a variety of products and services -- and our roles are integral to our company’s success.

The Team / The Business: 

We are a results and goal oriented team comprised of hard working and dedicated individuals who know how to have fun. We pride ourselves on the diversity, culture and the unique experiences our people bring to the role, our strength is our people! We provide a safe space for learning by giving our people the permission to make mistakes but the responsibility to learn from them. We strive to provide an exceptional customer experience each and every time. 

Our Hiring Manager says:

We are looking for individuals who believe in and operate with a customer-first mindset. A successful candidate will have strong troubleshooting and problem solving skills. They will be polite, professional, humble and motivated to find success regardless of the situation. Remaining calm and pragmatic in the face of adversity and seeing an issue through to resolution is part of your nature.  You’re able to handle high volumes of phone calls and/or emails without compromising the quality of the customer experience. If you’re looking at this posting and it sounds interesting, and you match with a handful of the qualifications, we want to hear from you!  We are looking for world-class talent; our customers deserve nothing less!

J.D. Power is a global leader in consumer insights, data, analytics, and advisory services that helps clients drive growth and profitability. The company’s industry benchmarks and reputation for independence and integrity have established it as one of the world’s most well-known and trusted brands.

Truth that Transforms: At J.D. Power, we amplify the voice of the consumer, and help brands improve the value of their products and services. Our capabilities empower everyone in the global commerce ecosystem, enabling better purchase decisions – and better business results. We understand that the customer experience is vital and that simply measuring it is not enough. Our analysts focus on driving results that improve customer loyalty and advocacy. Our success is driven by how much we help companies improve the customer experience. But data is only as powerful as the analysis and insights tied to it—and we put that power in the hands of our clients through our interactive reporting platforms. The data, analytics, insights, best practices, and action plans clients need are available whenever and wherever they need them, to help them make data-driven decisions that will improve their customer experience and drive positive financial results.

J.D. Power’s recruitment efforts are aligned with the company's commitment to provide opportunities rooted in diversity, inclusion, and equality.

Our Vision: To be the leader in providing advanced data solutions that empower industry transformation.

Our Mission: We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.

Our Values: We are Truth Finders, Change Makers and Team Driven.

We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn more about our DE&I efforts.

J.D. Power is an equal opportunity employer and compliant with AODA/ADA legislation.  If you require accommodations during the recruitment and selection process, please specify.

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.

Apply for this Job