Senior Specialist, Dealer Support- Bilingual

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

We are currently seeking Senior Specialist, Dealer Support- Bilingual. Reporting to the Manager, CS & Dealer Support Contact Centre Operations and Training, this role is responsible for handling dealer inquiries and escalations, supporting dealer-initiated consumer escalations, and supervising the third-party dealer support team and specialty groups. The position requires full fluency in both English and French and focuses on delivering high-quality service support across Company product lines while driving process improvements and training.

• Handle dealer supports KPIs (including CAR, SL, FCR, NPS, AHT, QA scores, and ticket metrics) while managing day-to-day activities of the Dealer Support and specialty groups
• Supervise the third-party dealer support vendor on ticket creation, quality, and process adherence
• Provide high-level troubleshooting support to dealers and end-users across all Company lines of business (DA/VD/MX/IT)
• Receive and action inbound dealer support requests via phone, email, and dealer portal (up to 100 emails per day)
• Process credits, accessories, parts, store stock repairs, return authorizations, and other dealer requests in a timely manner
• Investigate technical and quality complaints from Sales Leaders, FMRs, retailers, and vendors
• Monitor the main dealer support inbox and Dealer Portal, assigning requests and ensuring responses within 24 hours
• Conduct weekly call monitoring and calibration sessions (English and French) with the third-party vendor
• Develop and deliver training for third-party agents on products, processes, policies, and new product launches
• Maintain knowledge base materials and best-practice scripts for contact center agents
• Build and maintain strong relationships with dealers, sales leaders, and FMRs
• Support process definition, continuous improvement, and ad-hoc vendor meetings on priority initiatives

• Must be fluent in both English and French (verbal, written, reading, and comprehension)
• Diploma or Degree from an accredited college or university preferred
• Minimum 2 years of experience in a call center or customer service role
• Previous experience supporting electronics products is an asset
• Strong communication, problem-solving, and multi-tasking skills
• Moderate proficiency in Microsoft Excel and Word

The salary for this role is $75K to $80K. Your final compensation will reflect your years of experience and beyond the numbers, we’re proud to offer a holistic package that includes:

• Generous time off: Start with 3 weeks of vacation.
• Comprehensive benefits package: Includes medical, dental, vision and a health spending account.
• Retirement support: Company-sponsored RRSP matching program to help build your financial future.
• Award-winning culture: Proud to be one of Canada’s Best Managed Companies for 8 years running — now a Platinum Club member.
• Invested in you: Structured employee development programs designed to help you thrive.

We’re committed to supporting your success every step of the way.  What are the next steps?

We thank all interested applicants; however, only qualified candidates will be contacted.  This position requires successful completion of a criminal background check. OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

Disclaimer: As part of our recruitment process, we utilize artificial intelligence (AI)-based tools to assist with certain stages, including initial resume screening and skills-matching assessments. These tools are designed to help our hiring team identify candidates whose experience and qualifications align closely with the requirements of the role. Please note that all final hiring decisions are made by our recruitment team.  The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  In compliance with Ontario’s Bill 190, we confirm that this posting represents a current existing vacancy within our organization.