Customer Support Specialist at J.D. Power and Associates

Location: Remote, US Canada
| Entry-level | Full-time | International
J.D. Power and Associates

Customer Support Specialist

at J.D. Power

Canada, Remote

External Title: Customer Support Specialist

Internal Title: Customer Support Specialist

Location: Remote US, Remote Canada

Reports to Title: Sr. Manager Customer Support

The Role:

As a Customer Support Specialist, you will help to maintain customers’ trust in brands we represent. You will use problem-solving and people skills to assure customers of swift resolutions to their concerns. This is a fast-paced role that requires the ability to move quickly from one task to the next and handle a constant flow of incoming calls and emails.

The Impact:

  • Build relationships with dealers remotely via phone
  • Execute phone and email communications to Dealers
  • Strong communication skills, proper phone and email etiquette
  • The ability to work independently but also as a team player
  • Time management and superior organizational skills
  • Educate Dealers on key elements of their Digital Program
  • Ability to guide Dealers on program solution including websites, digital advertising, SEO, and reputation mgt.
  • Provide issue resolution with products and vendors
  • Support Dealers with enrollment in program solutions via portal
  • Resolve billing issues
  • Draw key insights from analytics
  • Manage a multitude of tasks in a timely fashion
  • Provide feedback on program improvements
  • Assist in any additional ad hoc projects
  • Help users access and understand the data and metrics in Google Analytics/Adobe and the data warehouse
  • Build ad hoc reports for various stakeholders

Responsibilities:

  • 1 year of relevant industry experience
  • 1 year of relevant industry experience
  • If a recent grad, relevant experience in an internship or campus club/organization
  • Bachelor’s degree required
  • Previous customer service experience
  • Experience working with various computer programs
  • Candidates must be self-motivated and demonstrate attention to detail
  • Knowledge in collecting and analyzing clickstream data using data layers, analytics platforms (GA/Adobe), and tag management systems (GTM/Adobe)
  • Strong communication skills (required), including the ability to translate complex technical details into easily understood messages for a non-technical audience
  • High degree of independent judgement and love for solving complex problems
  • Experience working with Salesforce preferred.
  • Minimal travel (< 10%)
  • grad, relevant experience in an internship or campus club/organization
  • Bachelor’s degree required
  • Previous customer service experience
  • Experience working with various computer programs
  • Candidates must be self-motivated and demonstrate attention to detail
  • Knowledge in collecting and analyzing clickstream data using data layers, analytics platforms (GA/Adobe), and tag management systems (GTM/Adobe)
  • Strong communication skills (required), including the ability to translate complex technical details into easily understood messages for a non-technical audience
  • High degree of independent judgement and love for solving complex problems
  • Experience working with Salesforce preferred.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

Company Mission

J.D. Power isclear about what we do to ensure our success into the future. We unite industry-leading data and insights with world-class technology to solve our clients’ toughest challenges.

Our Values

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven – the distinct behaviors that, together, define our unique culture.

Truth Finders – At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals,each and everymember of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards the only favorite’ we have is the truth.

Change Makers – At J.D. Power, we never stand still. We constantly seek better ways innovating and evolving in everything we do to support our colleagues and our clients alike and all in service of delivering data and insights that drive meaningful business impact.

Team Driven -At J.D. Power, we are oneteamand we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts.At J.D. Power, these values are more than words. We bring these values to life throughout our organization through our employee event series J.D. Power Values Days. Each quarter, we celebrate one of our core values and hold an annual event to celebrate our combined values at the end of the year.

We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn more about our DE&I efforts.

J.D. Power is an equal opportunity employer and compliant with AODA/ADA legislation. If you requireaccommodationsduring the recruitment and selection process, please specify.

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

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