Job Description:
Title: Customer Support Specialist
Location: Remote – USA, Canada, Mexico
Reports to: Customer Support Supervisor
Vacancy: Existing vacancy
The Role:
This role will be the first point of contact for customers reaching out via email and live chat, providing timely, accurate, and friendly assistance. This is a great opportunity to launch your career at a globally recognized company and grow your skills in a fast-paced, collaborative environment.
What You’ll Be Doing in This Role:
Respond promptly and professionally to customer inquiries via email and live chat
Resolve customer questions, concerns, and issues with empathy and accuracy
Accurately document customer interactions and resolutions in the CRM system
Perform Quality Assurance checks using established processes
Identify and escalate complex or unresolved issues to the appropriate teams
Follow standard operating procedures to ensure consistent service quality
Contribute to team knowledge bases and FAQ resources
Meet or exceed individual KPIs including response time, resolution rate, and customer satisfaction scores
Collaborate with internal teams (IT developers, product, operations) to advocate for customer needs
Work closely with Customer Support Supervisor to complete team and personal goals, along with daily Salesforce tasks.
Qualifications of this Role:
High school diploma or equivalent; associate or bachelor's degree preferred
Strong written communication skills with keen attention to grammar and tone
Ability to manage multiple live chat conversations simultaneously while maintaining quality
Comfortable working in a fast-paced, metrics-driven environment
Proficiency with standard computer applications (email, web browser, Microsoft Office)
Positive, professional attitude and a genuine desire to help customers
Prior customer service or support experience (retail, hospitality, or office setting), an asset
Experience with CRM platforms (e.g., Salesforce), an asset
Familiarity with the automotive or market research industries, an asset
This position has a starting salary range of CAD$23.00 – $26 CAD per hour. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.
Our Values
We POWER Our Customer’s Success
We are Innovative, Collaborative and Grounded and in Data
We Make Things Easy
We Get It Done
We Start with Trust & Prove it Everyday
JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com.
JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.
To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
Company Mission
Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.
Our Values
We POWER Our Customer's Success
We are Innovative, Collaborative and Grounded in Data
We Make Things Easy
We Get It Done
We Start with Trust & Prove it Everyday
JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com.
JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.
To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.