Customer Support Specialist

Title:     Customer Support Representative - P2

Location:     Remote - Canada

Reports to:  Head of Inventory Data Services

The Role:

This is an entry-level full-time customer service position in a fast-paced work environment. You will work with clients via email and phone and perform light diagnosis and Data Entry to provide our clients with outstanding service at every level. Strong writing, Interpersonal skills, and attention to detail are required. 

The Impact:

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

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

The Career Opportunity:

Come join one of the fastest growing divisions within the JD Power.  This is an entry level position with room for advancement with experience. 

This is a full-time position, Monday through Friday.

11am-8pm EST

The Team / The Business:

This is a team that works closely together to complete our goals through measurable team member specific goals daily in a remote environment.    

Our Hiring Manager says:

I'm looking for someone that wants to create raving fans not just satisfied customers. A person with attention to detail, enjoys a fast pace busy workday and is a fast learner with strong computer skills. 

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.  

Company Mission  

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.   

Our Values  

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.   

J.D. 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. 

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.  

EOE/M/F/Vets/Disabled