Live Chat Specialist

Live Chat Specialist

• Dealership: 401 Dixie Hyundai
• Location: Mississauga, ON
• Classification: Full Time, Immediate Hire, Onsite
• Salary: $40,000-$60,000

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.

Area of Focus

• 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, 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.
• 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.

Qualifications

• Some experience and familiarity with automotive sales processes is preferred, such as explaining trade‑in appraisal and test‑drive booking.
• The ability to manage 3–4 simultaneous conversations without losing the thread of each customer's specific needs.
• Familiarity with CRM systems (e.g., Reynolds & Reynolds, CDK) and chat software (e.g., Gubagoo, LivePerson) preferred.
• Ability to discuss lease versus finance at a high level and explain that the online price may not include taxes, fees, or accessories.
• Detail‑oriented and accurate note‑taking skills.
• OMVIC certification and a valid driver’s license in good standing.

Performance Expectations

• 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.
• Detail‑oriented and accurate note‑taking skills.

Benefits

• Competitive compensation and benefits package.
• Employee vehicle purchase & service plans.
• Employee and family assistance programs.
• Professional development opportunities and career growth.

AutoCanada is an equal opportunity employer. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. We are committed to providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.