Customer Support Coordinator providing multichannel support for Trupanion partners including clinics and breeders. Role involves real - time assistance and strong customer relations skills.
About the role
- Bilingual Automotive Technical Specialist resolving claims and verifying technical vehicle conditions. Role involves hands-on diagnostics and customer relations in the automotive arena.
Responsibilities
- Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.
- Investigate and resolve customer arbitration claims by serving as a neutral technical expert.
- Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.
- Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.
- Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.
- Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.
- Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.
- Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.
- Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.
- Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.
Requirements
- Minimum of 2 years of hands-on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop)
- Outstanding customer service orientation with excellent communication abilities
- Bilingual in English and French
- A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork
- Superior conflict resolution, negotiation, and communication skills (both written and verbal)
- Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records
Benefits
- 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
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