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Senior Sales Operations Specialist - Autos

A day in the life of a Senior Sales Operations Support Specialist, Autos


  • Listen, understand and respond to customer inquiring about products and subscription packages
  • Act as the escalation point for the team
  • Work closely with the Managed Services Team to ensure features are being applied according to the dealer’s contractual terms
  • Identify root causes of customer dissatisfaction and determine appropriate course of action
  • Follow up and communicate with Supervisor for escalation and resolution of more complex scenarios
  • Perform outgoing telephone and email contact with customers and maintain complete and accurate records in Salesforce
  • Provide input and suggestions pertaining to process improvement for all internal databases
  • Quality assessment completions provided to Supervisor for team members within the Autos Support team
  • Assistance with creating and obtaining credentials for the Autos Support team and Autos Sales Team
  • Assist Supervisor with keeping Sharepoint tracking up to date (ie. Internal/External Contacts, Refused Calls, FTP credentials)
  • Responsible for monitoring the tickets to product and platform to champion client needs, sales needs, support needs, product updates, product changes, etc.
  • Responsible for training all new hires, new processes and new systems
  • Integral role in customer satisfaction. Dealing directly on customer complaints on product and sales contracts
  • Work diligently to promptly resolve and escalate to Supervisor when required
  • Data syndication set-ups and modifications
  • Ability to diagnose and troubleshoot a variety of issues
  • Follow Sales Operations workflow and guidelines and suggest enhancements to the process
  • Participate on other duties and special projects as required


Desired Skills and Experience



  • Driven and organized self-starter, with excellent planning skills
  • Excels in a fast paced environment with highly interactive processes
  • Excellent planning skills, highly organized and detailed person
  • Works well in an iterative team environment
  • Superb problem solver and solution oriented
  • Honest and hardworking


What makes YOU shine?

  • Customer-centric focus: A thorough understanding of how to deliver an exceptional customer experience
  • Dynamic interpersonal and communication skills, demonstrate strong analytical ability: verbal and written
  • Positive attitude, the ability to work well with others, and the ability to meet and overcome challenges
  • Highly organized and focused multi-tasker with strong attention to detail
  • Some knowledge of website technology (XML, HTML, etc.) is an asset as basic trouble-shooting is a key component of the position
  • Proficient with Excel, Word and PowerPoint
  • Familiarity with call routing software is an asset
  • Experience in Salesforce
  • Demonstrate the ability to think creatively and communicate efficiently internally and externally
  • Has energy and drive, takes ownership and pride in their work
  • Must be fluent in French and English (written and oral)


Wage: Competitive

Location: in-office position

Hours: 9-5 business hours

Travel Perks: TTC Metropass reimbursement

Job Ref: CA760PCC000013
Submitted: 10-01-2019 04:19 PM
Location: Ontario - Toronto and area

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