Job Description:
Title: Customer Support Representative (P2)
Location: Remote – Canada
Reports to: Inventory Support Manager
Vacancy: Existing vacancy
The Role:
This is a full-time, entry-level customer service position in a fast-paced environment. In this role, you will support clients through phone and email communication, perform light troubleshooting and diagnosis, and complete accurate data entry to ensure an exceptional customer experience at every interaction. Strong written and verbal communication skills, attention to detail, and a customer-focused mindset are essential for success in this role.
This position follows a consistent Monday to Friday schedule, with working hours from 11:00 AM to 8:00 PM EST. In addition, team members are required to complete four (4) hours of paid overtime one Saturday per month.
The Impact You Will Have in This Role:
Your position will help us to provide our new and existing clients with outstanding service.
What You’ll Be Doing in This Role:
Inventory Acquisition
Review the platform for pre-existing accounts
Compose email to client/vendor requesting all necessary information needed to resolve the case
Work within the platform to create incoming data record. Work with vendors as needed to complete data channel
Verify incoming data is present within FTP
Review FTP file for correct formatting and data
Provide updates to the client including all pertinent information
Follow up on existing cases at a minimum of once per day to drive the case forward
follow up includes outbound phone calls and emails to all necessary parties
Quality Assurance
Verify that the FTP file contains accurate information
Inventory Count
Photo's Present
Comments
Multiple pricing fields
Review dealer's website data
Work with client/vendors as needed to rectify incorrect information provided
Follow up on existing cases at a minimum of once per day
Follow up includes outbound phone calls and emails to all necessary parties
Communicate with client at a minimum of once per day with all relevant information
What we have done
What we need
What we will do
Alerts
Review incoming data against dealer websites for accuracy
Work with client/vendors as needed to rectify incorrect information provided
Follow up on existing cases at a minimum of once per day
Follow up includes outbound phone calls and emails to all necessary parties
Work within the platform to update existing records as needed.
Support
Customer Service Skills
Receiving inbound phone calls from clients/vendors
Identify what action needs to be taken
Document all necessary information
Provide updates and resolution
Making outbound phone calls to clients/vendors
Communicate reasoning for call
Document all necessary information
Review cases from clients/vendors
Diagnose various issues within the platform
Resolve issues in a timely manner
Communicate with client/vendor at a minimum of once per day with all relevant information
Qualifications of this Role:
Strong understanding of Microsoft excel and other MS Office tools, CRM and ticketing tools
Excellent interpersonal, verbal, and written communication skills
Superior analytical and organizational skills with attention to detail
Ability to work in a fast-paced and rapidly changing environment
Outgoing, enthusiastic and self-motivated
High level of tact, diplomacy and negotiation skills required
The Hiring Manager says:
I'm looking for a support representative who thrives on helping customers and turning challenges into positive experiences. If you’re solutions-oriented and genuinely enjoy solving problems while building relationships with customers, you’ll fit right in with our team. We value clear communication, a positive attitude, and the drive to go the extra mile every day.
This position has a starting salary range of $20.00 - $22.00 CAD per hour. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.
Our Values
We POWER Our Customer’s Success
We are Innovative, Collaborative and Grounded and in Data
We Make Things Easy
We Get It Done
We Start with Trust & Prove it Everyday
JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Should you require accommodations during the recruitment and selection process, please reach out to [email protected].
JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.
To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
Company Mission
Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.
Our Values
We POWER Our Customer's Success
We are Innovative, Collaborative and Grounded in Data
We Make Things Easy
We Get It Done
We Start with Trust & Prove it Everyday
JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Should you require accommodations during the recruitment and selection process, please reach out to [email protected].
JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.
To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
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