Bilingual Client Support Specialist - Canada

  • Job Location CN-ON-Toronto Status
  • Type Regular Full-Time


EMKAY Client Support Specialists are our customers’ go-to resource for day-to-day assistance with all of their fleet needs. These individuals interact with both customers and EMKAY employees on a constant basis in order to accomplish the tasks at hand. It is essential for this individual to work well with others while also being able to own the process from start to finish. Client Support Specialists are typically the first point of contact for our clients when issues arise, making it a vital position that requires professionalism, patience, and a proactive mindset.

*Subject to change based on department and corporate needs.

Provide customer service to clients, vendors, and EMKAY employees using a professional, pleasant, and articulate manner of communication
Act as liaison to accurately and quickly resolve client requests regarding titling and registration, maintenance, accident management, fuel, billing, and vehicle remarketing
Ability to interpret and explain EMKAY processes to clients
Develop and maintain a good working relationship with all operating department staff
Generate and explain standard and customized reports via the EMKAY website
Assist Account Managers with calculating lease charges based on such factors as length of contract, interest, cost of vehicle, upfitting, anticipated mileage, and applicable taxes
Employee must be able to demonstrate the use and benefits of the EMKAY Website and mobile applications to clients
Critical Thinking is required. Decisions made in this role can have a significant financial impact on both EMKAY and the customer.
Assist customers with determining the ideal vehicles for their specific needs
Attend manufacturer trade shows, departmental meetings, and EMKAY presentations to a visiting client at our Corporate Headquarters
Employee may be asked to participate in client visits that require travel
The average per-employee transaction rate is 6,000 customer inquiries per year
Must be able to effectively present information to clients and EMKAY employees


To provide superior customer service, the employee must be a self starter, a problem solver and willing to work in a fast paced environment
Operate general office equipment such as computers, scanners, calculators, fax and photocopy machines
Cross-train to perform duties in a backup role for other CSS department personnel and in turn will cross train other employees as a backup for own job duties
Must have strong decision making abilities while discerning issues that need to be referred to a supervisor for further action
Ability to ensure all correspondences are EMKAY compliant as outlined in our Marketing Guideline and posted on the intranet
Willingness to perform other special projects and duties as assigned by management


Strong verbal and written communication skills
Ability to work without constant supervision
Extremely detail oriented and well organized
Ability to multitask and prioritize work duties
Research and problem solving skills
Ability to anticipate, recognize, and define problems while formulating solutions
General arithmetic skills


To perform this job successfully, an individual must be able to perform each of the aforementioned duties satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

The ideal candidate will be extremely detail oriented, well organized, and able to learn how to prioritize work duties. They will also be very reliable and a self-starter who can work with minimal direction. This position requires processing large quantities of work in an error free environment. Computer training or experience with a P/C is required. Must know, or be willing to learn, how to work with Microsoft Excel spreadsheets and word processing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Foreign language skills are a plus.


Bilingual – English and French
Minimum of a four year college degree or equivalent work experience
Prior automotive, fleet leasing, office, and customer service experience is a plus
Experience with Microsoft Office, especially with Excel and Word




This position is nonexempt and qualifies for overtime pay for hours worked in excess of forty hours per week. The work schedule would be Monday through Friday at one of the following schedules: 7:15am to 4:00pm; 8:15am to 5:00pm; or 9:15am to 6:00pm, with a predetermined 45 minute lunch period. The work schedule may be subject to revision depending upon Departmental needs. The position requires an exemplary record of attendance and punctuality on the part of the employee.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to remain in a stationary position throughout the majority of the day. Consistently operates a computer and general office equipment. The person in the position frequently communicates in-person and via telephone in order to complete job requirements. The employee frequently moves materials that weigh up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.


Adherence to all corporate policies outlined in the Employee Handbook, including the following corporate policies:

Business Ethics of Conduct
Conflicts of Interest
Dress Code
Privacy Statement
Marketing Guideline


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment of a modern business office building is usually low.

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