Bilingual Automotive Technical Specialist, Claim Resolutions

This is a fully remote position, open to applicants in Canada.

📋 Description

• Validate vehicle condition data from inspection reports, ensuring accuracy and pinpointing potential discrepancies.

• Investigate and address customer arbitration claims as a neutral technical authority.

• Clearly communicate with customers regarding the technical foundations for resolutions.

• Educate customers and internal teams about vehicle condition, repair processes, and reconditioning expectations.

• Convert customer descriptions into technical evaluations encompassing mechanical, cosmetic, or title-related issues.

• Resolve matters related to vehicle registration, liens, and odometer disputes.

• Utilize analytics to detect trends and opportunities for enhancing customer experience and productivity.

• Mediate conflicts and negotiate repairs or pricing to achieve mutually beneficial outcomes.

• Collaborate with inspection and quality control teams while managing policy and goodwill losses.

• Keep abreast of arbitration policies, best practices, and pertinent legislation across Canadian provinces.

⛳️ Requirements

• Bilingual in English and French.

• At least 2 years of hands-on experience in the automotive sector, such as Service Technician, Service Advisor, Damage Estimator, or Body Shop roles.

• Must be available to work in the EST Time Zone from 8:30 AM to 5:00 PM.

• Exceptional customer service orientation and outstanding communication skills.

• Ability to de-escalate conflicts and manage customer expectations effectively.

• Positive demeanor, remarkable follow-up capabilities, basic computer proficiency, and a strong commitment to teamwork.

• Excellent conflict resolution, negotiation, as well as written and verbal communication skills.

• Proficient in CRM software.

• Capable of analyzing processes and proposing or developing enhancements.

• Experience with Google Suite applications and Slack.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision insurance with employer HSA contributions (US) and FSA options (US).

• 401K (US) or RRSP (Canada) with immediate vesting and company match.

• Paid vacation, personal, and sick time.

• Paid maternity and paternity leave (US).

• Employer-covered short-term disability, long-term disability, life insurance, and AD&D (US).

• Comprehensive Employee Assistance Program.

• Employer-funded "Leap into Service Day" for volunteering.

• Tuition reimbursement for eligible programs.

• Opportunities to enhance your skill set and share knowledge within a publicly traded, global organization.

• Company culture promoting internal promotions, diverse career paths, and meaningful advancement opportunities.