Customer Support Representative

External:     Customer Support Representative

Location:     London, ON

Reports to:  Head of Inventory Data Services

Position Overview:

Work together with the customer support team to acquire dealer inventory from the primary source and check the inventory for accuracy. This person will also answer inbound support calls, emails, chats and conduct client training. Daily responsibilities will also include utilizing the inventory command center to manage inventory alerts, creating inventory imports and exports, normalizing the data and settings dealer specific rules. This position operates on a rotating scheduling supporting hours between 9-8 PM EST, in 8 hour shifts.

Responsibilities:

Inventory Acquisition

• Review the platform for pre-existing accounts
• Compose email to client/vendor requesting all necessary information needed to resolve the case
• Work within the platform to create incoming data record. Work with vendors as needed to complete data channel
• Verify incoming data is present within FTP
• Review FTP file for correct formatting and data
• Provide updates to the client including all pertinent information
• Follow up on existing cases at a minimum of once per day to drive the case forward
  • follow up includes outbound phone calls and emails to all necessary parties

Quality Assurance

• Verify that the FTP file contains accurate information
  • Review dealer's website data
    • Inventory Count
    • Photo's Present
    • Comments
    • Multiple pricing fields
• Work with client/vendors as needed to rectify incorrect information provided
• Follow up on existing cases at a minimum of once per day
  • Follow up includes outbound phone calls and emails to all necessary parties
• Communicate with client at a minimum of once per day with all relevant information
  • What we have done
  • What we need
  • What we will do

Alerts

• Review incoming data against dealer websites for accuracy
• Work with client/vendors as needed to rectify incorrect information provided
• Follow up on existing cases at a minimum of once per day
  • Follow up includes outbound phone calls and emails to all necessary parties
• Work within the platform to update existing records as needed.

Support

• Customer Service Skills
• Receiving inbound phone calls from clients/vendors
  • Identify what action needs to be taken
  • Document all necessary information
  • Provide updates and resolution
• Making outbound phone calls to clients/vendors
  • Communicate reasoning for call
  • Document all necessary information
• Review cases from clients/vendors
• Diagnose various issues within the platform
• Resolve issues in a timely manner
• Communicate with client/vendor at a minimum of once per day with all relevant information
  • What we have done
  • What we need
  • What we will do

Qualifications:

• Strong understanding of Microsoft excel and other MS Office tools, CRM and ticketing tools
• Excellent interpersonal, verbal, and written communication skills
• Superior analytical and organizational skills with attention to detail
• Ability to work in a fast-paced and rapidly changing environment
• Outgoing, enthusiastic and self-motivated
• High level of tact, diplomacy and negotiation skills required
• Available to work flexible shifts: Core business hours and non-business hours, stat holidays and overtime as needed

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.

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.

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