The Dealer Support & Hotline Specialist is responsible for delivering exceptional, real-time support to Teknion’s dealer partners through a dedicated hotline. This role combines frontline customer service, technical troubleshooting, and operational coordination to ensure fast resolution of dealer inquiries, minimize downtime, and maintain strong dealer relationships. A primary focus of this role is managing the Dealer Hotline—serving as the first point of contact for urgent issues, providing accurate guidance, and escalating complex cases efficiently.

Dealer Hotline Management (Primary Focus)

• Serve as the primary contact for inbound Dealer Hotline calls, emails, and messages.
• Respond to dealer inquiries in real-time, ensuring prompt, professional, and accurate support.
• Diagnosing and troubleshooting issues related to products, systems, processes, or transactions.
• Provide step-by-step guidance to dealers to resolve issues on the first interaction whenever possible.
• Prioritize and triage incoming requests based on urgency, business impact, and service level agreements (SLAs).
• Escalate complex or unresolved issues to the appropriate internal teams while maintaining ownership through to resolution.
• Document all interactions clearly in SalesForce.

Dealer Support & Relationship Management

• Build and maintain strong relationships with dealer partners by acting as a trusted support resource.
• Proactively communicate updates, resolutions, and known issues to dealers.
• Identify recurring dealer concerns and recommend process or system improvements.

Issue Resolution & Operations Support

• Investigate and resolve operational issues related to orders, warranties, billing, or system access.
• Collaborate with internal departments (e.g. Manufacturing, Sales, IT, Logistics, Specials, Finance) to ensure timely problem resolution.
• Follow up on open cases to ensure closure and dealer satisfaction.
• Maintain accuracy and consistency in all dealer communications and documentation.

Performance & Continuous Improvement

• Meet or exceed established KPIs (e.g., response time, resolution time, customer satisfaction).
• Monitor hotline trends and identify opportunities for process optimization.
• Contribute to knowledge base development, FAQs, and internal documentation to improve efficiency.
• Participate in training sessions to stay up to date on products, systems, and policies.

Qualifications:

• Excellent communication skills, both verbal and written
• Strong interpersonal skills
• Able to work independently and within a team environment
• Able to work in a fast-paced environment with critical deadlines
• Attention to detail and documentation Bilingual (French) would be an asset

The expected base salary range for this existing position is $51,680.00 - $70,000.00. Final base salary offers will reflect an assessment of the selected candidate's skills, demonstrated competencies, and adherence to our internal pay equity framework.

Teknion is committed to supporting a culture of diversity and accessibility across the organization, starting with the hiring process. It is our priority to remove barriers to provide equal access to employment. Teknion welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. All information received in relation to accommodation will be kept confidential.

By applying for a position with Teknion, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Teknion's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, credit check and criminal check. You will be notified during the hiring process which checks are required by the position.