Customer Support Representative

Job Description:

Title: Customer Support Representative (P2)

Location: Remote – Canada

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. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

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 tarecruitment@jdpa.com .

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

Company Mission

Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.

Our Values

We POWER Our Customer's Success

We are Innovative, Collaborative and Grounded 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 tarecruitment@jdpa.com.

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.