Bilingual Senior Dealer Support Representative - DealerTrack Canada

Cox Automotive - Mississauga, ON (30+ days ago)

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About Dealertrack

Dealertrack Canada is the leading provider of web-based software solutions and services for all major segments of the automotive, marine, recreational vehicle, motorcycle and powersport retail industries. Dealertrack Canada serves dealers, lenders, OEMs, third-party retailers, agents and aftermarket providers with its comprehensive set of solutions including Sales/F&I products; market data for dealers, lenders and OEMs; and digital document services. Dealertrack Canada is a subsidiary of Dealertrack, which is owned and operated by Cox Automotive Canada. For more information about Dealertrack Canada, visit


In addition to providing frontline customer support (including but not limited to: responding to inbound telephone and email inquiries from dealerships and strategic partners) the Senior Dealer Support Representative (Sr.DSR) will be actively involved in mentoring junior/new team members, triaging and troubleshooting escalated issues and supporting projects and tasks in collaboration with internal solution groups.

The Sr.DSR will provide interim leadership or guidance to the individual members of the Dealer Support team as needed.

Key Responsibilities:
Effectively triage/troubleshoot and resolve or communicate issues escalated by Level 1 DSR or other internal solution groups. Manage timely communications between internal stakeholders and Level 1 DSR for customer updates
Responsible for the timely processing of all portal administration tasks and requests including, but not limited to, credit bureau activation, dealership enrollment and activation, dealer group and broker administration, and vehicle availability requests.
Creates, updates, and maintains detailed and accurate knowledge artifacts on processes and products.
Provides SME knowledge of our products and users to aid in tasks, projects, and initiatives in collaboration with internal Business and/or Technical solution groups.
Effectively triage, prioritize and communicate system-level issues to internal stakeholders when needed to ensure internal/external ‘Service Level Agreements’ are delivered as committed.
Provide functional application training and support the onboarding of new team members. Provide mentoring and on-going training to junior/new team members.
Facilitates supplementary support for DTC and Lender user account administration requests
Interact (primarily via telephone) with stakeholders including dealership, lending or strategic partners to provide and process information in response to inquiries, concerns and requests related to Dealertrack services and/or products.

Non-Essential Functions:
Provides collaborative support and service to internal solution groups as required.
Creates/updates/maintains case logs for each service or support escalation/interaction.

+2 years of customer service experience
College or BA in relevant field, or an equivalent combination of experience and training
Exceptional communication skills (oral and written)
Finance and/or automotive experience definitely an asset
Ability to prioritize workload according to demands, and demonstrated ability to multi-task
Demonstrated ability to problem-solve and think analytically
Excellent decision making, follow-up and organizational skills
Previous experience in a customer-service environment an asset
Technical experience supporting a web-based or client-based application a definite asset
Proficiency in a windows environment.

Competent in the use of MS Word, Excel and Outlook

Language: English and French required

Technical Skills: Well versed in MS Office (Word, Excel, PowerPoint and Outlook), Sales Systems

What we offer:
Hours of work: The Dealer Support department is open from Monday to Friday from 7:30 am to midnight, and Saturdays, from 9 am to 9 pm. Flexibility will be required to accommodate various shifts.

Full time employment with one of the global leaders in automotive remarketing realm
5 weeks paid vacation per year
Generous Insurance plan paid by Cox Automotive Canada (medical, dental, life, disability).
RRSP contribution plan
Venngo Discount programs
Fast paced, multicultural work environment
Career pathing – opportunity for development and advancement within Cox Automotive family of companies
Opportunity for involvement with local communities though company sponsored volunteering program
Cox Automotive Canada was named one of Greater Toronto's Top Employers

About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

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