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Customer Service
Customer Support Agent
@Cars.com Holdings Canada Inc.
[Hiring] Customer Support Agent @Cars.com Holdings Canada Inc.
Mar 20, 2025 - Cars.com Holdings Canada Inc. is hiring a remote Customer Support Agent. 💸 Salary: $51,200.00-61,450.00. 📍Location: Canada.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Customer Support Agent is responsible for helping the organization create frictionless support and training experiences that resolve requests within the established company SLAs. You will be in constant contact with clients and internal teams. You should feel comfortable with and motivated by working in a high-volume, high-stakes environment, as well as communicating seamlessly through appropriate channels (email, phone, slack & in-person meetings).
- Analyze and resolve incoming or scheduled support requests in accordance with the company's SLAs while maximizing customer satisfaction.
- Receive and process customer requests for technical support for our products through various channels: emails, incoming phone calls, or callback requests.
- Resolve complex product-related issues and collaborate with other departments to ensure a quick and effective resolution.
- Escalate more complex issues to higher-level support teams and/or management, and ensure communication with customers as needed.
- Provide fast and efficient service to customers in accordance with department guidelines and policies.
- Stay updated on the evolution of internal knowledge as well as our training processes, accessible on our sharing platforms, in order to accurately respond to customer inquiries.
- Utilize in-depth product knowledge to inform customers about product features or additional services to meet their needs.
- Be an ambassador for our customer experience by ensuring that various opportunities for process, system, or technology improvements are communicated to management or the product team.
Qualifications
- Bachelor's degree in a technical field (computer science, technology management, etc.) OR equivalent professional experience.
- Two (2) years of experience in customer service or technical support.
- Excellent communication skills (verbal and written) in French and English.
- Ability to quickly and effectively analyze a problem, determine its cause, take appropriate measures to resolve it, and follow up with the relevant parties.
- Capable of presenting information clearly and structured, including the ability to convey technical concepts to non-technical users.
- Skilled in providing excellent support to our clients by actively listening to their needs and properly investigating to gain a complete understanding.
- Aptitude for quickly developing relationships with others and adapting to different communication styles.
- Able to interact with colleagues and clients easily.
- Ability to comfortably manage high-pressure situations.
- Competence in multitasking and possessing strong time management skills.
- Aptitude for working with various web platforms, including Zoho, Jira, Slack, etc.
- Strong adaptability and learning ability in a constantly evolving industry.
- Aptitude for working with a high degree of autonomy.
Requirements
- Experience in the digital automotive sector is a plus (website content editing, syndication, technical support).
- Proficiency with Google or Microsoft Workspace: Excel, Sheets, Docs, Slides, etc.
- Bilingual in French and English.
Benefits
- Medical, Paramedical & Dental Healthcare Plans
- New Hire Stipend for Home Office Set-Up
- Generous PTO
- Paid holidays
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| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$51,200.00-61,450.00
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Mar 20, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
