Customer Experience Specialist

1 week ago

Markham, Ontario, Canada Dealer-FX Group Full time $80,000 - $120,000 per year
Position Summary
Who We Are

Since 2007, Dealer-FX has transformed how automotive retailers manage their service operations and interact with consumers. Through advanced data integrations and mobile technology, Dealer-FX streamlines processes and communication for automotive service departments while delivering convenience, transparency, and trust to consumers. Dealer-FX is a wholly owned subsidiary of Snap-on Incorporated (NYSE: SNA), which acquired Dealer-FX in 2021.

Dealer-FX has been serving automotive OEMs and dealerships for almost a decade. Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers. Our platform uses advanced data analysis and mobile applications to deliver convenience, transparency, and trust to consumers and increase efficiency, profitability, retention, and brand loyalty to OEMs and dealers.

What we are looking for

At Dealer-FX, we put our users first. The automotive service industry is fast-moving, and we're looking for Customer Experience Specialists who thrive in dynamic environments and care deeply about helping others. You'll be the first point of contact for our dealer partners — solving problems, answering questions, and making sure every interaction builds trust.

In this role, you'll support customers across multiple channels — including live chat, email, phone, and in-app — handling a wide range of product questions and service requests. You'll work within Zendesk to log, triage, and resolve tickets, escalating when necessary and keeping customers informed along the way. Your ability to communicate clearly, stay calm under pressure, and guide users through solutions will be critical to both customer satisfaction and the success of our broader support strategy.

Responsibilities
  • Provide real-time support via live chat, email, phone, and in-app channels.
  • Troubleshoot and resolve common questions related to platform usage and workflows.
  • Accurately log and triage tickets in Zendesk, escalating as needed.
  • Maintain awareness of current issues, updates, and known bugs.
  • Communicate clearly, professionally, and empathetically with all users.
  • Contribute to a high-performance support culture by meeting SLA, CSAT, and responsiveness targets.
Qualifications
Minimum qualifications:
  • 1+ years in a customer support, call center, or help desk role.
  • Strong written and verbal communication skills in both English and Spanish.
  • Experience using Zendesk or similar support/ticketing platforms.
  • Comfortable managing multiple conversations in a fast-paced environment.
Preferred qualifications:
  • Automotive industry or dealership operations experience.
  • Exposure to SaaS platforms or support workflows.
  • Familiarity with live chat and in-app support tools.
What's in it for you?
  • Vast opportunities for growth
  • Competitive compensation packages
  • A flexible work schedule for work-life balance
  • Comprehensive Training and Development support
  • Group health and dental benefits
  • Employee Assistance Program
  • 3 weeks of paid vacation
  • Cool company events and team building

No unsolicited agency referrals.

Dealer-FX is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or any other characteristic protected by law. Accommodation is available upon request for applicants with disabilities.

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