Customer Experience Associate

3 weeks ago

Ontario, Canada Sym-Tech Dealer Services Full time

At Sym-Tech Dealer Services, we are passionate about delivering exceptional client service and creating an outstanding associate experience. Our team is dedicated to innovation, creativity, and results-driven performance.

A career with us offers:

  • A dynamic, fast-paced culture with opportunities to learn and grow
  • Competitive wages and comprehensive benefits
  • Regular industry training programs and professional development opportunities
  • A professional, collaborative, and progressive work environment
  • An empowering atmosphere where team members are inspired to excel
  • The chance to work with industry leaders

Position Summary

This role provides support to dealer clients and the national sales team, reporting to the Manager, Customer Experience.

Key Responsibilities

  • Deliver best-in-class customer service to external clients and internal departments
  • Correspond with sales team members via phone or email to ensure seamless support
  • Manage daily customer service activities and coordinate with internal teams
  • Liaise with sales teams to facilitate in-field support and collaborate with the marketing department
  • Coordinate with the distribution centre to ship regular sales supply orders and assemble marketing/sales collateral and POS materials
  • Maintain a strong knowledge of Sym-Tech products and services
  • Meet or exceed monthly call center performance objectives, including call quality and performance metrics
  • Accurately complete documentation for each transaction and maintain CRM records
  • Collaborate with the accounting department to ensure accurate processing of cancellations, refunds, and adjustments

Requirements

  • 3+ years of customer service experience or relevant industry experience
  • Proficiency in both written and spoken French and English
  • A proven track record of delivering exceptional customer experiences
  • An energetic, friendly, and proactive personality with strong phone business acumen
  • Ability to learn new processes, prioritize tasks, and work effectively in a fast-paced environment
  • Proven ability to adapt to changing situations and demonstrate excellent communication skills
  • Demonstrated experience with customer escalation, conflict resolution, and negotiation
  • Strong willingness to problem solve and work well with minimal supervision
  • Strong team building skills and the ability to work effectively in a close-knit team environment
  • Proficiency in the Microsoft Office suite and experience with CRM software

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