Dealer Support Analyst

2 weeks ago

Edmonton, Canada TLS Resources Full time

An exciting and fast-growing TELUS client is seeking a friendly, hard-working support agent to join an ambitious customer service team. This is a telephone account management role suited for an energetic self starter who is looking to lead the success of a young, dynamic and progressive automotive finance company in North America.

**Roles and Responsibilities**:

- Provide excellent support service and be the single point of contact to automobile dealers that are needing assistance, geographically remote or part of a dealer group.
- Proactively contact the dealers regularly to assist with dealer structuring, program updates, credit and funding decision reviews, income assistance, portal and IT logins and bug reporting.
- Perform admin functions such as dealer setup, GPS/SID management and additional reports and functions as required by the BD and RM teams.
- Support BD teams with outbound calling to inactive, dormant or targeted dealers as needed.
- Develop strong relationships through consistent contact and excellent service with the dealer base.
- Increase overall dealer satisfaction ratings as determined by dealer feedback and yearly NPS survey results
**Skills and Experience**:

- 5+ years related telephone sales and customer service, preferably in financial services or automotive lending
- Proven emotional intelligence with the ability to develop strong professional relationships
- Proven track record of providing a high level of service in demanding or pressure situations
- Comfortable proactively contacting dealers on a regular basis
- Fluent English both spoken and written with exceptional telephone skills. French is an asset.
- Motivated, self-starter driven to perform at a high-level working both independently and collaborating with a team
- Highly developed problem-solving skills to find solutions to dealers’ issues or provide recommendations to management on how to improve efficiency of program delivery
- Ability to adapt and learn new technology platforms with reasonable ease

Start Date: Immediately

Duration: 12 months - with option for permanent.

Location: Edmonton

Schedule:

- Day shift
Ability to commute/relocate:

- Edmonton, AB: reliably commute or plan to relocate before starting work (required)
**Experience**:

- Customer Service: 3 years (preferred)

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