Customer Success Representative

The job : The Customer Success Representative is responsible for providing exceptional and best-in-class service and successful outcomes for all customers (dealership staff, consumers / contract holders and third parties). Offering customer-centric support across our Products, Policy Management and Administration processes, Online Tools and Sales activities (dealer / inside sales and renewals), the Customer Success Representative plays an important role in helping to uphold our Service Level Agreements and departmental Key Performance Indicators.

Key Responsibilities :

1. Provide exceptional customer service via telephone, written and live correspondence channels to customers who have purchased or who wish to purchase products as well as dealerships selling products.
2. Monitor customer-facing support channel queues (phone, email, online, live agent) to ensure adherence to our Service Level Agreements and Key Performance Indicators, as well as providing great customer experiences through those contact channels.
3. Maintain an understanding of our products and processes for each OEM, as well as GuardTree and Business Development Center products, in order to provide relevant guidance and support to all customers when necessary.
4. Liaise with Finance, Technology, Product and other Customer Experience teams as required to drive through First Contact Resolution on all reported issues/queries.
5. Liaise with the Sales and Business Development Center teams as required to support sales activity and ensure a global view of dealer activity is provided.
6. Provide technical support to our sales partners and online customer base (i.e. GuardTree) regarding any system issues or outages.
7. Take an active customer service role in providing product, process, and customer feedback to feed into annual product revisions and program reviews.
8. Handle difficult calls and contacts effectively in order to reduce escalations.

Required Skills :

1. Fluently bilingual both written and spoken (French / English).
2. Excellent organizational and time management skills.
3. Excellent attention to detail.
4. Effective and efficient at multi-tasking.
5. Courteous and professional telephone manner.
6. Proficient with MS Office suite of products.
7. Ability to remain self-motivated.
8. Exceptional customer service and administration skills.
9. Creative Problem Solving Skills.
10. General automotive or dealership knowledge, including current industry standards, sales approaches, vehicle registration and post-sales understanding.

Education :

1. Post-secondary education an asset.
2. Willingness to complete requisite licensing programs as required.

The perks : Competitive compensation package including: RRSP (requires no matching from you) and more!