Brief Role Description

The Customer Channels Representative is responsible for responding to customer correspondence through both non-call and call channels, including eCommunication and email inquiries received via the consumer internet. This role requires a strong command of written communication, ensuring all responses are grammatically correct, clearly articulated, and aligned with each Brand’s voice and vision.

In addition to written communication, the representative is expected to manage inbound customer calls for a minimum of four (4) hours per day. These calls may involve finance and leasing inquiries, general questions, and opportunities to provide thoughtful solutions that exceed customer expectations.

The representative must demonstrate excellent oral and written communication skills to effectively address customer concerns and deliver a high-quality service experience across all touchpoints.

Possible Tasks within this Role

•    Respond to customer-initiated emails received through the Consumer Internet within 72 hours, ensuring timely and accurate resolution. 
•    Provide courteous, professional, and prompt responses to a high volume of customer inquiries across written and phone channels. 
•    Categorize e-mail inquiries, identify, and flag urgent or high priority inquires received across channels
•    Identify and analyze customer needs to deliver effective solutions that support satisfaction, business growth, and retention. 
•    Research and evaluate viable business solutions, balancing customer expectations with organizational policies and procedures. 
•    Ensure all communications—oral and written—are clear, grammatically correct, and tailored to the target audience. 
•    Utilize approved e-Communication templates for standard inquiries and craft custom, professional responses when appropriate to personalize the customer experience. 
•    Provide accurate information regarding policies and procedures in both written and verbal formats. 
•    Maintain comprehensive follow-up to ensure customer satisfaction, including setting and managing expectations. 
•    Demonstrate thorough knowledge of departmental processes as documented in knowledgebase (EWOK) and apply this knowledge to resolve customer concerns. 
•    Support inbound customer calls for a minimum of four (4) hours per day, addressing finance, leasing, and general inquiries while adhering to established procedures. 
•    Complete administrative tasks and follow-up actions related to customer calls and requests to ensure resolution and client satisfaction. 

Qualification requirements

Formal education
• College diploma (DEC)
• Preferred: University diploma

Experience
• Two years of experience in customer service, preferably in a call center environment
• One year of experience in complaint management and resolution
• General knowledge of credit and the automotive industry 

Competencies
• Strong oral and written communication skills in both French and English. French required to effectively serve a diverse, Canada-wide client base
• Excellent telephone etiquette
• Knowledge of the products / services of the company
• Negotiation skills

Work schedule
• Schedules staggered in rotation from 8am to 9pm, Monday to Friday
• Remote work arrangement

Salary range is dependent on factors such as industry-based experience, skills, training, credentials, and other qualifications.  
The salary range for this role is $51,000 - $70,500. Actual pay may vary based on experience, education, and internal compensation practices.

This posting represents an existing vacancy that we are actively seeking to fill.

All applications are thoroughly reviewed by our recruitment team, and no artificial intelligence or automated technologies are utilized in the screening process.