Customer Support Representative

Job Description:

Title: Customer Support Representative (P2)

Reports to: Inventory Support Manager

Vacancy: Existing vacancy

The Role:

This is a full-time, entry-level customer service position in a fast-paced environment. In this role, you will support clients through phone and email communication, perform light troubleshooting and diagnosis, and complete accurate data entry to ensure an exceptional customer experience at every interaction. Strong written and verbal communication skills, attention to detail, and a customer-focused mindset are essential for success in this role.

This position follows a consistent Monday to Friday schedule, with working hours from 11:00 AM to 8:00 PM EST. In addition, team members are required to complete four (4) hours of paid overtime one Saturday per month.

The Impact You Will Have in This Role:

Your position will help us to provide our new and existing clients with outstanding service.

What You’ll Be Doing in This Role:

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

  • Inventory Count

  • Photo's Present

  • Comments

  • Multiple pricing fields

  • Review dealer's website data

• 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

Qualifications of this Role:

• 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

The Hiring Manager says:

I'm looking for a support representative who thrives on helping customers and turning challenges into positive experiences. If you’re solutions-oriented and genuinely enjoy solving problems while building relationships with customers, you’ll fit right in with our team. We value clear communication, a positive attitude, and the drive to go the extra mile every day.

This position has a starting salary range of $20.00 - $22.00 CAD per hour. This is the range we reasonably and in good faith expect to pay for the role at the time of posting.

Our Values
We POWER Our Customer’s Success

We are Innovative, Collaborative and Grounded and in Data

We Make Things Easy

We Get It Done

We Start with Trust & Prove it Everyday

JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Should you require accommodations during the recruitment and selection process, please reach out to [email protected].