Dealer Support Rep Bilingual French - CDN Dealer Services

CA-ON-Toronto
Requisition ID
2017-30243
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

Dealer Support Representative Bilingual French is responsible for providing training and assistance to dealers regarding programs, systems and escalations. The purpose of this role is to optimize the dealer experience through the training and educating of the front end process and any programs and initiatives that add value to the captive relationship. This will include but is not limited to assisting with new programs and systems related to the application/funding process. Additionally, this role is also designed to facilitate active communication between the dealer and GM Financial to ensure that superior overall service levels and prompt problem resolutions can be achieved with the dealer.

Responsibilities

Job Duties

 

Dealer Support and Issue Resolution (60%)

  • To assist dealers in solving daily questions regarding GM Financial programs, applications and vendor based originations tools through professional and knowledgeable service.
  • Attend to inbound calls quickly and effectively.
  • Coordinate with other departments to resolve dealer issues
  • Follow up on dealers to price current data and/or answers their questions.

 

System Support/Training (20%)

  • Educate and train dealers on existing and new applications to ensure quick adoption and use of GMF related systems
  • Train dealers to correctly follow GM Financial procedures and requirements.
  • Support DRM team by receiving and resolving/escalating appropriately issues or items that have been identified or reported following dealer contact in field

 

Entering new programs into the system (10%)

  • Assisting dealers correcting programs selection errors

 

Miscellaneous (10%)

  • Perform administrative duties as required including preparing written correspondence, responding to emails, etc.
  • Calculate buyout quotes
  • Support various projects as assigned
  • Provide positive support and assistance to dealers and fellow team members

 

REPORTING RELATIONSHIP

Reports to: Dealer Support Team Leader

Direct Reports: None

 

Qualifications

Qualifications

 

Education

  • High school diploma required.
  • College degree preferred
  • Excellent report writing and communication skills (written and verbal).

 

Knowledge/Skills

  • Good English and French verbal and written communication skills.
  • Interpersonal skills necessary to interact effectively with employees at all levels of the organization.
  • Good organizational skills and the ability to meet tight deadlines.
  • Proficiency with Microsoft Office products.
  • Ability to work independently and on a team on multiple projects    
  • Possess analytical and decision-making skills.
  • Outstanding customer service skills.

 

Working Conditions

 

Physical Demands

  • Maintaining one position
  • Sitting – Continuous
  • Click of the mouse, typing – Continuous
  • Repetitious body motions – Frequent

 

Sensory Demands

  • Counseling
  • Talking to customers/clients
  • Answering calls & taking telephone messages - Frequent
  • Listening - Continuous
  • Assist other department

Environment

  • None

 

Disagreeable Conditions/Hazards

  • None

 

 

GM Financial is an equal-opportunity employer, and is committed to diversity and inclusiveness in its employment practices. Employees must meet qualification standards that are job-related and consistent with business necessity and must be able to perform the “essential job duties” of the position, with or without reasonable accommodation. If you require a specific  accommodation because of a disability or medical need, please contact  hrconnection@gmfinancial.com or call 1-866-411-4748.

 

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  Your function may not be limited to this and changing duties and responsibilities should be expected to meet changing business requirements.

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