• Cox Automotive Canada
  • Cox Automotive Canada, Matheson Boulevard East, Mississauga, ON, Canada
  • Mar 28, 2021
Full time Customer Service General

Job Description

Primary Location: 2700 Matheson Blvd EMississaugaON, CA

Division: Cox Automotive

Job Level: Individual Contributor

Travel: No

Schedule: Full-time

Shift: Day Job

Requisition Number: 210221



About Dealertrack

Dealertrack Canada is the leading provider of web-based software solutions and services for all major segments of the automotive, marine, recreational vehicle, motorcycle and powersport retail industries. Dealertrack Canada serves dealers, lenders, OEMs, third-party retailers, agents and aftermarket providers with its comprehensive set of solutions including Sales/F&I products; market data for dealers, lenders and OEMs; and digital document services. Dealertrack Canada is a subsidiary of Dealertrack, which is owned and operated by Cox Automotive Canada. For more information about Dealertrack Canada, visit



In addition to providing frontline customer support (including but not limited to: responding to inbound telephone and email inquiries from dealerships and strategic partners) the Senior Dealer Support Representative (Sr.DSR) will be actively involved in mentoring junior/new team members, triaging and troubleshooting escalated issues and supporting projects and tasks in collaboration with internal solution groups.

The Sr.DSR will provide interim leadership or guidance to the individual members of the Dealer Support team as needed. This is 12 months contract role.


Key Responsibilities:


  • Effectively triage/troubleshoot and resolve or communicate issues escalated by front line teams or other internal solution groups. Manage timely communications between internal stakeholders and front line teams for customer updates
  • Responsible for the timely processing of all portal administration tasks and requests including, but not limited to, credit bureau activation, dealership enrollment and activation, dealer group and broker administration, and vehicle availability requests.
  • Creates, updates, and maintains detailed and accurate knowledge artifacts on processes and products.
  • Provides SME knowledge of our products and users to aid in tasks, projects, and initiatives in collaboration with internal Business and/or Technical solution groups.
  • Effectively triage, prioritize and communicate system-level issues to internal stakeholders when needed to ensure internal/external ‘Service Level Agreements’ are delivered as committed.
  • Provide functional application training and support the onboarding of new team members. Provide mentoring and on-going training to junior/new team members.
  • Facilitates supplementary support for DTC and Lender user account administration requests
  • Interact (primarily via telephone) with stakeholders including dealership, lending or strategic partners to provide and process information in response to inquiries, concerns and requests related to Dealertrack services and/or products.



  • 2+ years of customer service experience
  • College or BA in relevant field, or an equivalent combination of experience and training
  • Exceptional communication skills (oral and written)
  • Finance and/or automotive experience definitely an asset
  • Ability to prioritize workload according to demands, and demonstrated ability to multi-task
  • Demonstrated ability to problem-solve and think analytically
  • Excellent decision making, follow-up and organizational skills
  • Previous experience in a customer-service environment an asset
  • Technical experience supporting a web-based or client-based application a definite asset
  • Proficiency in a windows environment.
  • Competent in the use of MS Word, Excel and Outlook
  • Language: English and French required
  • Technical Skills:  Well versed in MS Office (Word, Excel, PowerPoint and Outlook), Sales Systems



Who We Are

About Cox Automotive

There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like, Manheim and vAuto.


About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at   

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.