Bilingual Automotive Technical Specialist, Claim Resolutions

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

📋 Description

• Validate vehicle condition information derived from inspection reports, ensuring precision and identifying any potential discrepancies.

• Investigate and address customer arbitration claims as an impartial technical expert.

• Maintain proactive and transparent communication with customers regarding the technical rationale for resolutions.

• Educate both customers and internal teams on vehicle condition, repair processes, and best practices for reconditioning.

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

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

• Utilize analytics to identify patterns and opportunities that enhance customer experience and productivity.

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

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

• Remain informed about arbitration policies, best practices, and applicable legislation across Canadian provinces.

⛳️ Requirements

• Bilingual proficiency in English and French.

• A minimum of 2 years of practical experience in the automotive sector (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), showcasing a solid understanding of vehicle mechanics and repairs.

• Availability to work within the EST Time Zone from 8:30 AM to 5:00 PM.

• Exceptional customer service orientation with strong communication skills, adept at de-escalating conflicts and managing customer expectations.

• A positive demeanor, excellent follow-up capabilities, basic computer literacy, and a strong dedication to teamwork.

• Superior skills in conflict resolution, negotiation, and communication (both written and verbal).

• Proficient in utilizing CRM software to manage customer interactions effectively and maintain accurate records.

• Ability to analyze processes and propose or develop improvements.

• Experience with Google Suite applications and Slack.

🏝️ Benefits

• Competitive compensation.

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

• 401K (US) or RRSP (Canada) with company match, vested immediately.

• Paid vacation, personal, and sick leave.

• Paid maternity and paternity leave (US).

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

• Comprehensive Employee Assistance Program.

• Employer-sponsored 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 that promotes internal promotions, diverse career paths, and meaningful advancement opportunities.