Canada Drives Hiring for Inbound Customer Service Agent (Remote) at Vancouver, BC Full Time

What does that mean? We look at every single aspect of a vehicle purchase and remove all of the friction points.

Here’s a few examples:
You can buy a car entirely online, without any salespeople involved

You can have your new car delivered to your driveway, usually the same day

You can spend a week with your vehicle to decide if you love it, and if you don’t we’ll pick it up

Overview

The Inbound Customer Service Agent is a prospective client’s first introduction to our company, as such, they bear the responsibility to represent the company in a friendly and professional manner.

In an effort to make a good first impression, we strive to provide excellent customer service and take a genuine interest in the customers needs and wants.

With a focus on delivering exceptional service to Canada Drives customers and prospects a Customer Service Agent identifies the customer needs and provides advice and guidance that are in the best interests of customers.

To achieve this the Customer Service agent works collaboratively with multiple internal teams to deliver the desired customer experience and achieve our mission!

Job Description

• Supports customer requests via Phone/E-mail/Chat on (vehicle delivery appointment/changes, any Carfax/history inquiries, features/specs inquiries, financing, additional photos/videos).
• Identifies customer needs and initiates solutions and provides updates.
• Offers advice and navigation through the website.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Support operational/financial activities (escalated service requests, following up on customer applications, filing, opening and closing activities).
• Acts as a key member of a collaborative and versatile customer service team.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall customer experience.
• Follows through on risk processes and policies to ensure we safeguard our & customers’ interest.
• Report any inaccuracies/issues you or customers notice in a timely fashion.
• Complete offline Customer Orders as needed.

Qualifications:

• 1 year telephone customer service experience desirable.
• Confident and experienced in the use of CRMs, web based programs, e-mail, online tools, and applications.
• Flexible availability to shifts- The team operates 7 days a week with 5 am,8 am & 10 am PST start times
• Highly skilled at helping people through web browsing to gain confidence in how to navigate our site.
• Projects a professional presence through telephone and written communications.
• Passionate commitment to helping customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Verbal & written communication skills
• Organization skills
• Collaboration & team skills
• Completion of the VSA and OMVIC licensing within first month of hire.

This is a truly exciting time to join Canada Drives and we are looking forward to doing great things together! In addition to a competitive salary, we provide:

• Extended dental and medical benefits
• Opportunities for advancement
• Excellent on the job training
• Inclusive, fun, and vibrant work environment