Bilingual BDC Representative converting high - volume automotive dealership leads into Sales and Service appointments for Optimy.ai. Using AI tools, CRM platforms, calls, texts, emails, and chat to drive lead conversion.
About the role
- Bilingual automotive technical specialist resolving vehicle arbitration claims for OPENLANE’s digital used-vehicle marketplace. Assessing vehicle conditions, negotiating repairs or pricing, and supporting fair customer resolutions across Canada.
Responsibilities
- Verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies
- Investigate and resolve customer arbitration claims as a neutral technical expert
- Maintain proactive and clear communication with customers about the technical basis for resolutions
- Educate customers and internal teams on vehicle condition, repairs, and reconditioning best practices
- Translate customer descriptions into technical assessments covering mechanical, cosmetic, or title-related concerns
- Resolve issues involving vehicle registration, liens, and odometer disputes
- Use analytics to identify trends and opportunities to improve customer experience and productivity
- Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions
- Collaborate with inspection and quality control teams and manage policy and goodwill loss effectively
- Stay current on arbitration policies, best practices, and relevant legislation across Canadian provinces
Requirements
- Bilingual in English and French
- Minimum of 2 years of hands-on experience in the automotive industry, such as Service Technician, Service Advisor, Damage Estimator, or Body Shop
- Available to work in the EST Time Zone from 8:30 AM - 5:00 PM
- Outstanding customer service orientation and excellent communication abilities
- Ability to de-escalate conflict and manage customer expectations
- Positive attitude, exceptional follow-up skills, basic computer literacy, and strong commitment to teamwork
- Superior conflict resolution, negotiation, and written and verbal communication skills
- Proficiency in CRM software for managing customer interactions and maintaining accurate records
- Ability to analyze processes and suggest or develop improvements
- Experience using Google Suite offerings and Slack
Benefits
- Competitive pay
- Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
- Immediately vested 401K (US) or RRSP (Canada) with company match
- Paid Vacation, Personal, and Sick Time
- Paid maternity and paternity leave (US)
- Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
- Robust Employee Assistance Program
- Employer paid Leap into Service Day to volunteer
- Tuition Reimbursement for eligible programs
- Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
- Company culture of internal promotions, diverse career paths, and meaningful advancement
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
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