Customer Service Representative

3 days ago

Burnaby, Canada Advantage Parts Solutions Full time

**Customer Service Representative - Call Centre**

**About Us**

Advantage Parts Solutions creates exceptional value with exceptional people. As a leading provider of marketing services for automotive dealerships, we focus on enhancing our clients’ profitability and market presence.

**About the Role**

We’re hiring a Bilingual (English and French) Customer Service Representative (CSR) for our call centre. In this role, you’ll connect with automotive repair professionals through outbound calls, promote Original Equipment (OE) parts initiatives, and deliver an excellent customer experience. You’ll be the voice of Advantage Parts Solutions, building relationships, handling inquiries, and identifying opportunities for growth.

**Key Responsibilities**
- Conduct outbound calls to automotive repair professionals, promoting the benefits and value of OE parts.
- Build and maintain strong customer relationships as a trusted point of contact.
- Identify and qualify sales opportunities, addressing objections, and transitioning leads to sales channels.
- Document and track all interactions in CRM with 100% accuracy.
- Provide customer feedback to help refine promotions and improve programs.

**What You’ll Bring**
- Excellent communication skills, with the ability to adapt style to customer needs.
- Customer-first mindset with strong relationship-building skills.
- Problem-solving ability to handle objections and dynamic situations professionally.
- Strong organizational skills to manage calls, documentation, and priorities effectively.

**Expected 3-Month Outcomes**:

- Complete onboarding and product training.
- Understand company products, services, and OE parts initiatives, and explain value clearly to repair professionals.
- Conduct outbound calls with 100% CRM accuracy.
- Begin developing customer relationships and handling basic inquiries independently.
- Demonstrate understanding of call procedures, scripts, and performance expectations.
- Achieve outbound call target volume at 100%.

**Expected 6-Month Outcomes**:

- Confidently handle customer objections and transition leads into qualified opportunities.
- Support OE parts promotions with accurate and persuasive messaging.
- Provide actionable customer feedback to improve marketing initiatives.
- Achieve ≥70% of calls resulting in positive customer engagement.
- Maintain customer satisfaction ratings of ≥90%.
- Consistently meet ongoing outbound call volume targets

Pay: $21.00-$24.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

**Experience**:

- Customer Service : 2 years (required)
- Outbound Call Centre: 1 year (preferred)

**Language**:

- both English and French fluently (required)

Work Location: Hybrid remote in Burnaby, BC V5A 1W9

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