Bilingual Automotive Technical Specialist, Claim Resolutions

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

📋 Description

• Confirm the accuracy of vehicle condition data from inspection reports while identifying any discrepancies.

• Act as a neutral technical expert to investigate and resolve customer arbitration claims.

• Maintain open lines of communication with customers regarding the technical rationale behind resolutions.

• Provide education to customers and internal teams about vehicle conditions, repairs, and reconditioning expectations.

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

• Address problems related to vehicle registration, liens, and odometer discrepancies.

• Utilize analytics to recognize trends that enhance customer experience and productivity.

• Mediate conflicts and negotiate repairs or pricing to achieve satisfactory outcomes for all parties involved.

• Work collaboratively with inspection and quality control teams to offer feedback and manage policy and goodwill losses.

• Remain informed about arbitration policies, best practices, and pertinent legislation across Canada.

⛳️ Requirements

• Bilingual in English and French.

• At least 2 years of practical experience in the automotive sector, including roles like Service Technician, Service Advisor, Damage Estimator, or Body Shop.

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

• Exceptional customer service skills with strong communication abilities, capable of de-escalating conflicts and managing customer expectations.

• A positive disposition, excellent follow-up skills, basic computer proficiency, and a strong dedication to teamwork.

• Advanced conflict resolution, negotiation, and communication skills, both written and verbal.

• Competency in using CRM software to oversee customer interactions and maintain precise records.

• Capability to analyze processes and propose/develop enhancements.

• Familiarity with Google Suite applications and Slack.

🏝️ Benefits

• Competitive salary.

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

• Immediate vesting in 401K (US) or RRSP (Canada) with company matching.

• Paid vacation, personal, and sick leave.

• Paid maternity and paternity leave (US).

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

• Comprehensive Employee Assistance Program.

• Company-paid Leap into Service Day for volunteering.

• Tuition reimbursement for eligible programs.

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

• A company culture that promotes internal promotions, diverse career paths, and meaningful advancement.