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 derived from inspection reports while identifying any potential discrepancies.

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

• Maintain open and proactive communication with customers regarding the technical rationale behind resolutions.

• Provide education to customers and internal teams on vehicle condition, repair processes, and best practices for reconditioning.

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

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

• Leverage analytics to pinpoint trends and opportunities aimed at enhancing customer experience and productivity.

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

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

• Stay updated on arbitration policies, industry best practices, and pertinent legislation across Canadian provinces.

⛳️ Requirements

• Must be bilingual in English and French.

• A minimum of 2 years of practical experience in the automotive industry, including roles such as 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 orientation along with strong communication skills.

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

• A positive attitude, excellent follow-up abilities, basic computer skills, and a strong commitment to teamwork.

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

• Proficiency in CRM software for managing customer interactions and maintaining accurate records.

• Capability to analyze processes and propose or implement improvements.

• Experience with Google Suite applications and Slack.

🏝️ Benefits

• Competitive pay.

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

• 401K (US) or RRSP (Canada) that is immediately vested 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.

• Employer-paid Leap into Service Day for volunteering opportunities.

• Tuition reimbursement for eligible programs.

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

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