Bilingual Customer Support Agent

6 months ago

Oshawa, Canada CM2 Solutions Inc. Full time

**CM2.ca**

**Role Title: Customer Support Agent - Bilingual. **Remote position, may require visits to GM’s HQ in Oshawa

**Division**: CM2 Solutions Inc.
Dealer Direct Support at General Motors of Canada Company

Currently working remote.

CM2 supports Marketing, Digital and Customer Relationship Management (CRM) activities at General Motors Canada Company (GM). CM2 is based at GM's Canadian headquarters in Oshawa, and aligned with the vehicle sales and service activities of GM.
General Motors of Canada Company markets Chevrolet, Buick, GMC, and Cadillac vehicles through Canada's largest dealer network, as well as OnStar services. Headquartered in Oshawa, Ontario, GM Canada employs more than 5,000 full-time employees across the country and is a recognized leader in advanced manufacturing, green operations, active safety, and autonomous and connected vehicle technology research and development.

The Customer Support Agent role is a full-time position within the Dealer Direct Support team at GM.

**What is Dealer Direct?**
Dealer Direct is an end-to-end Web-based marketing tool for GM Dealers that enables the user to plan, design, and execute high quality targeted communications, lead management activities, including a full suite of performance reporting.

**Overview of Position**:
As an integral member of the Dealer Marketing Team, the Customer Support Agent is responsible for providing front line call centre support with a wide variety of call types. Calls include inbound and outbound activities, to facilitate user education, product promotion, and to assist in the personalized use and understanding of the product. You will work with end-users (Dealers, GM Field Staff), and the internal Dealer Direct Team (Developers, Business Analysts, Trainers, Agency Resources, etc.), in order to provide support for Dealer Direct services. You will also assist the Dealer Direct Team in identifying opportunities towards additional service offerings, and process improvement.

**Key Activities**:

- Promote Dealer Direct marketing campaigns, subscriptions and services to meet business objectives
- Keep well informed of new and upcoming Dealer Direct functionality and marketing initiatives in order to educate users
- Collaborate with internal resources to provide excellent guidance, follow-up, and proactive contact to users
- Collaborate with team members when new business opportunities arise, and toward process improvement initiatives
- Ensure call handling procedures and standards are followed, and an appropriate level of documentation is maintained within the case management process
- Provide necessary guidance and support to team members
- Assist in continued improvement (in terms of quality and efficiency) of the processes that deliver support services to the Dealer Direct stakeholders
- Act with integrity & transparency
- Lead with Empathy
- Be Humble

**Minimum Education, Work Experience, and Competencies**:

- High school diploma and/or college/university course in a related discipline
- Minimum 1-year customer service experience. Conceptual knowledge of project management processes
- Ability to write and communicate effectively
- Ability to prioritize workload
- Bilingual - oral and written fluency in French
- Experience with Adobe Creative Suite (Photoshop, InDesign) is an asset
- Intellectual curiosity, general technical aptitude, self-motivated, and a can-do attitude

We thank all applicants but will only contact those selected for interviews.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- Monday to Friday

**Language**:

- English and French (required)

Work Location: Hybrid remote in Oshawa, ON L1J 0C5

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