Customer Support Representative

Role overview

This full-time, entry-level customer service role is based remotely in Canada and reports to the Inventory Support Manager. It sits in a busy, fast-moving environment where the focus is on supporting clients through phone and email, performing basic troubleshooting and issue diagnosis, and handling data entry accurately to deliver a strong customer experience.

The schedule is Monday through Friday from 11:00 AM to 8:00 PM EST. The role also includes four hours of paid overtime on one Saturday each month.

Vacancy status: existing opening.

What you will contribute

In this position, you will help deliver reliable service to both new and returning clients. Your work will directly support smooth case handling, timely communication, and accurate record management.

Core duties

• Check the platform for already established accounts and related case details.
• Draft emails to clients and vendors to request the information needed to move cases toward resolution.
• Create incoming records within the platform and coordinate with vendors to complete the data channel.
• Confirm that incoming information is available in FTP.
• Inspect FTP files for correct structure and data accuracy.
• Share progress updates with clients, including all relevant case information.
• Revisit active cases at least once per day to keep work moving forward.
• Use outbound calls and emails to follow up with all required parties.
• Validate FTP files for accurate inventory counts, photos, comments, and multiple pricing fields.
• Review dealer website data and compare it against received information.
• Partner with clients and vendors to correct inaccurate or incomplete submissions.
• Monitor incoming alerts by comparing data with dealer websites for accuracy.
• Update existing records in the platform when changes are needed.
• Handle inbound client and vendor calls, determine the required action, and document all relevant details.
• Make outbound calls, explain the reason for contact, and record the outcome clearly.
• Review cases from clients and vendors, diagnose issues within the platform, and resolve them promptly.
• Keep clients and vendors informed at least once per day with the latest status and next steps.

Qualifications

The role calls for a candidate who is comfortable working in a changing environment and can combine customer service skills with strong organization and attention to detail. Clear communication, tact, and confidence in handling client conversations are important.

Company mission and values

The organization’s mission is to improve auto-related decision-making by combining proprietary data, advanced analytics, deep industry knowledge, and streamlined workflows that turn insight into action.

• 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 and prove it every day.

Equal opportunity and privacy

The company is committed to building a diverse workforce and considers qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Applicants who need accommodation during recruitment and selection can contact tarecruitment@jdpa.com.

The company states that it does not share personal data with unauthorized third parties. Because it operates globally through affiliated companies and third-party service providers, personal data may be transferred or disclosed within the corporate group and to service providers in other countries, including locations outside the European Economic Area and in the United States. California and United Kingdom residents may have additional privacy disclosures available.

Recruitment agency note

Unsolicited resumes from recruitment agencies are not accepted, and no fees will be paid for resumes submitted without request.