Customer Service Representative

About us:

Vast-Auto Distribution, a subsidiary of O’Reilly Automotive Inc., is a leader in auto parts distribution and retail across Eastern Canada. It is part of O’Reilly Auto Parts that operates more than 6,000 stores, with more than 92,000 team members across the USA, Mexico, Puerto Rico, and Canada under the Parts City Auto Parts and O’Reilly Auto Parts banners.

As a unionized employee of the customer service team, the customer service agent is responsible for answering incoming calls from all Vast-Auto Distribution customers and diligently handling customer inquiries and orders. This role requires interaction with multiple departments to provide quality service to both internal and external customers.

Job description:

• Ensure consistent and professional customer service by handling customer calls from start to finish while adhering to Vast-Auto Distribution’s standards, policies and values.

• Make outgoing calls to gather various types of information (deadlines, follow-ups, communication with other departments).

• Provide impeccable support to customers (pricing, various billing inquiries, general questions, customer satisfaction improvement, service hours, or any other information).

• Enter orders from various sources into the systems.

• Perform various administrative tasks related to the customer service department (e.g., data entry, billing, reception backup, etc.).

• Manage customer OTRS requests and resolve tickets generated by the system.

• Achieve and maintain all departmental key performance indicators (KPIs) at a satisfactory level.

Job requirements:

• High school diploma completed and 2 years of relevant experience in customer service.

• Excellent bilingualism, both oral and written English and French (Note: English is mandatory). The position requires frequent communication in English with many of our clients.

• Proficiency in Microsoft Office Suite (Outlook, Excel).

Required skills:

• Strong collaboration skills and a team-oriented mindset.

• Comfortable with IT systems: ability to navigate different systems and software simultaneously.

• Excellent customer service skills: listening, patience, politeness, empathy, quick execution.

• Act as an ambassador of Vast-Auto Distribution’s corporate image with both internal and external customers.

• Problem-solving ability and a strong sense of urgency.

• Multitasking skills and a high level of autonomy.

• Ability to work under pressure.

• Probationary period as per the collective agreement (3 months).

What Sets Us Apart

Grow and succeed in a value-driven workplace that supports your professional development, all within the stability of a Fortune 300 organization.

• Exposure to best practices and tools across a large North American organization, opening doors to diverse career pathways.
• Career growth opportunities through our Promote from Within philosophy.
• Competitive benefits package, including Medical, Dental, Life and Long-Term Disability Insurance, RRSP, and additional employee benefits.
• Commitment to inclusion: We are dedicated to building a diverse and inclusive workplace. We value different perspectives and encourage applications from all qualified individuals.

OUR COMMITMENT TO OUR CUSTOMERS AND OUR TEAM MEMBERS:

We are ENTHUSIASTIC, HARDWORKING PROFESSIONALS, who are DEDICATED to TEAMWORK, SAFETY/WELLNESS, and EXCELLENT CUSTOMER SERVICE. We practice EXPENSE CONTROL while setting an example of RESPECT, HONESTY, and a WIN-WIN ATTITUDE in everything we do.

If you’re excited about this role but don’t meet every requirement, we still encourage you to send us your resume. If your application is retained, we will contact you to schedule an interview.

Note: Vast Auto Distribution doesn’t use AI for job screening purposes