Customer Service Agent

2 weeks ago

Montréal, Canada Vast auto Distribution Full time

Why join the Vast Auto Distribution team?
Vast-Auto Distribution, a subsidiary of O’Reilly Automotive Inc., is a leader in the distribution and marketing of automotive parts for auto parts stores in Eastern Canada. It offers its customers a complete business solution, including a wide range of quality parts, innovative marketing programs, training, and business management systems. Vast-Auto currently operates 23 company-owned stores across five Canadian provinces.
Vast-Auto Distribution manages the M Mécanique 360, Certified Auto Service, Auto Mecano and OCTO Auto Service Plus banners. To lead today, we had to surround ourselves with the best. Some 500 passionate, talented men and women faithful to the Vast Auto culture contribute to our success.
In order to continue our growth and ensure our customer satisfaction, we are looking for another passionate team player to join us.
As a unionized employee of the customer service team, the customer service agent is responsible for answering incoming calls from all Vast-Auto Distribution customers and diligently handling customer inquiries and orders. This role requires interaction with multiple departments to provide quality service to both internal and external customers.
**Job description**:

- Ensure consistent and professional customer service by handling customer calls from start to finish while adhering to Vast-Auto Distribution’s standards, policies and values.
- Make outgoing calls to gather various types of information (deadlines, follow-ups, communication with other departments).
- Provide impeccable support to customers (pricing, various billing inquiries, general questions, customer satisfaction improvement, service hours, or any other information).
- Enter orders from various sources into the systems.
- Perform various administrative tasks related to the customer service department (e.g., data entry, billing, reception backup, etc.).
- Manage customer OTRS requests and resolve tickets generated by the system.
- Achieve and maintain all departmental key performance indicators (KPIs) at a satisfactory level.

**Job requirements**:

- High school diploma completed and 2 years of relevant experience in customer service.
- Excellent bilingualism, both oral and written English and French (Note: English is mandatory). The position requires frequent communication in English with many of our clients.
- Proficiency in Microsoft Office Suite (Outlook, Excel).

**Required skills**:

- Strong collaboration skills and a team-oriented mindset.
- Comfortable with IT systems: ability to navigate different systems and software simultaneously.
- Excellent customer service skills: listening, patience, politeness, empathy, quick execution.
- Act as an ambassador of Vast-Auto Distribution’s corporate image with both internal and external customers.
- Problem-solving ability and a strong sense of urgency.
- Multitasking skills and a high level of autonomy.
- Ability to work under pressure.
- Probationary period as per the collective agreement (3 months).

Do you want to become an important asset of Vast Auto Distribution?
**Note**: the masculine is used to lighten the text and is not intended to be restrictive. Vast-Auto
Distribution respects the principles of employment equity.

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