Dealer Relations Specialist

Sector: Dealer Services Location: Open to candidates across Canada; would need to work PST hours Type of Work: Hybrid/Work From Home Language: English/French Bilingual would be an asset Other Details: Some overtime might be required and you might need to be on call support outside of core business hours

Are you someone that is passionate about providing exceptional customer service? Are you someone who is tech savvy? We are looking to hire a Dealer Relations Specialist to join our team who will be responsible for providing immediate & efficient operational support and services to Dealer Services division clients. You will diagnose front end problems that interfere with the smooth running of systems and provide our clients to support them with their requests.

What will I be doing in this role:

• Help clients proceed with their operational needs based on online functionalities provided by our systems
• Work on medium to complex operational processes (User set-up, Dealer & Product Setup, Out-of-the-box setups, Web accesses …)
• Ability to quickly identify systems' reported issues and dispatch them to IT technical teams when received
• Carry out and document various reported calls/scenarios in the tracking system
• Actively monitor and address calls & emails received making sure that support is provided quickly, professionally and efficiently
• Setup and review if system updates are correctly applied; this includes employee access, products, pricing, billing, commission, reinsurance and accounting  requirements
• Make sure that assigned tasks are completed in timely manner and that any updates are regularly communicated back to the requestor
• Make sure that relevant documentation is up-to-date
• Some overtime may be required during busy periods or new business tight deadlines
• May be required to be on-call support outside of core business hours and weekend

What we are Looking for:

• 2 years post-secondary education or 2-3 years relevant work experience, ideally in a busy call center or customer service environment providing technical support;
• Great problem solving skills and someone who is pro-active and self-motivated
• Advanced customer support skills (positive attitude, language, patience, listening skills)
• Knowledge of MS Office tools: Word, Excel, Outlook
• Good understanding of frontend system business knowledge
• Bilingual French and English (verbal and written) would be an asset

What iA Offers:

• We value and encourage our employees to have a good work life balance and so on top of vacation we offer Personal Leave Days as well as a Wellness Days Program
• An annual bonus
• You know how you best work and our Hybrid Working model allows you to determine what work environment would be most optimal, whether it means working from home or from one of our many offices
• To encourage an active and healthy lifestyle, we have a generous Wellness plan that covers physical activity and wellness expenses.
• A medical and dental plan for our employees and their dependents as well as a Health Spending Account to cover costs not covered by our plan
• A Defined Benefit Pension plan to take care of you in retirement.
• A home office equipment program to ensure that you have the best working environment.
• Participation in our Share Purchase Plan
• Your development and continuous improvement are important to us! We offer an Education Assistance Program to ensure you have the tools and knowledge to grow your career here at iA.

Compensation:

The typical hiring range for this position is from $48,000 and $60,000 annually; the base pay offered is based on location and may vary depending on skills, job-related knowledge, experience, and internal equity. All permanent employees of iA are also entitled to an annual bonus.

At iA, we are committed to a market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.

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