Live Chat Specialist - 401 Dixie Hyundai

Mississauga, ON
40.000-60.000 $ par an
Permanent
Temps-plein

Il y a 1 jour

Join the ride!Position: Live Chat Specialist
Dealership: 401 Dixie Hyundai
Location: Mississauga, ON
Classification: Full Time, Immediate Hire, Onsite
Salary: $40,000-$60,000401 Dixie Hyundai is proud to be a part of the AutoCanada dealership network. AutoCanada is the largest Canadian owned and publicly traded automotive dealer group operating in Canada and the US. We are innovative, data-driven and our commitment to our Team Members, customers and operational excellence fuels our success.Our dealership Team Members are at the heart of our success, building long-lasting, trust-based relationships with customers across Canada. Our national network provides opportunities and support to build the career that’s right for you. Working here is fast-paced, non-stop, and a little unpredictable—and we love it.Your area of focus:The Live Chat Specialist provides immediate, professional support for all digital inquiries with a primary focus on lead generation and high-quality appointment setting. By maintaining rapid response times and accurate CRM data entry, this role ensures a seamless guest experience and maximizes sales opportunities. Success is driven by proactive communication, multitasking, and a commitment to hitting dealership volume targets.What drives your day to day?

Maintain immediate engagement with all inbound live chat inquiries, ensuring fast, professional, and effective communication at all times.
Qualify customers to ensure no opportunity is missed, by gathering accurate information and identifying sales opportunities for the Sales Team.
Set high-quality appointments that align with Sales Team availability and dealership targets.
Create and maintain a high-urgency, opportunity-focused approach where every chat is treated as a potential showroom visit.
Ensure all live chat conversations follow approved scripts, templates, and communication standards.
Accurately input and update all customer interactions, notes, and appointment details within the CRM.
Maintain clean, complete, and organized customer records to support effective follow-up by the Sales Team.
Monitor personal performance metrics including response time, lead conversion, and appointment set rate.
Consistently meet or exceed expectations for chat response time and engagement quality.
Support the Sales Department during downtime by actively working existing leads, making outbound calls, and booking appointments on behalf of team members.

Identify missed or underworked opportunities within the CRM and take initiative to re-engage those prospects. * Collaborate with Sales Consultants and Management to ensure seamless handoff of leads and appointments.

Adapt communication style to match customer needs while maintaining professionalism and brand standards.
Continuously improve product knowledge, communication skills, and digital engagement techniques.
Ensure all interactions are handled in a legal, ethical, and customer-first manner.
Contribute to a team environment focused on accountability, performance, and continuous improvement

What are the must haves?

Some experience and familiarity with automotive sales processes is preferred for this role, for example: Experience explaining the dealership's specific sales or service process—from how a trade-in appraisal works to how to book a test drive.
The ability to manage 3 to 4 simultaneous conversations without losing the thread of each customer's specific needs.
Familiarity with CRM systems (like Reynolds & Reynolds or CDK) and chat software (like Gubagoo or LivePerson) preferred
Ability to discuss lease vs. finance at a high level and explain that "online price" may not include taxes, fees, or accessories.
Detail orientated and accurate note taking skills
OMVIC certification and valid driver’s license, in good standing.

What are the expectations for success in this role?

Consistent achievement of targeted live chat conversion metrics, including Gubagoo RESQ performance standards
High appointment set rates from live chat interactions, aligned with dealership expectations
Strong appointment show rates driven by effective communication, confirmation, and follow-up practices
Sustained high closing ratios on live chat-generated opportunities
Immediate and consistent response times to all inbound chats during working hours
Active contribution to overall Sales Department performance through consistent lead support and appointment generation
Continuous improvement in personal performance metrics, communication quality, and conversion effectiveness

Ability to discuss lease vs. finance at a high level and explain that "online price" may not include taxes, fees, or accessories.
Detail orientated and accurate note taking skills

The Perks:

Competitive Compensation and Benefits Package
Employee Vehicle Purchase & Service Plans
Employee and Family Assistance Programs
Professional development and the opportunity to grow your career

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their fullCan you picture yourself here already?We hope so. It’s equally as important that you choose us as we choose you. Take a sneak peek at what we think makes this one of the best workplaces around.If you think you’re a good fit to come along on our ride, apply now through our website at www.autocan.ca/careers. We thank all applicants for their interest; however, only those selected for an interview will be contacted.Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.#LI-PR1

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