About the role

Bilingual Automotive Technical Specialist for claims resolution. Providing technical input and ensuring fair dispute resolutions in automotive marketplaces.

Responsibilities

Apply your diagnostic skills to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.
Investigate customer arbitration claims and resolve them by serving as a neutral technical expert.
Maintain proactive, 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 problem descriptions into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.
Understand and resolve issues related to vehicle registration, liens, and odometer disputes.
Use analytics to identify trends and opportunities to improve the customer experience and productivity.
Act as a mediator in disputes and negotiate repairs or pricing to reach mutually acceptable solutions, ensuring customer satisfaction and buyer retention.
Collaborate with inspection and quality control teams to provide feedback and effectively manage policies and goodwill loss.
Stay up to date with evolving arbitration policies and best practices through relevant legislation across Canadian provinces.

Minimum of 2 years of hands-on experience in the automotive industry (e.g., service technician, service advisor, damage estimator, body shop), demonstrating a strong practical understanding of automotive mechanics and repairs.
Bilingual in English and French.
Exceptional customer-service orientation with excellent communication skills; able to de-escalate conflicts and manage customer expectations.
Positive attitude, outstanding follow-up skills, basic computer literacy, and a strong commitment to teamwork.
Strong conflict-resolution, negotiation, and communication skills (written and verbal).
Proficiency using CRM software to effectively manage customer interactions and maintain accurate records.

Medical, dental, and vision benefits with employer contributions to a Health Savings Account (U.S.) and options for a Flexible Spending Account (U.S.)
401(k) (U.S.) or RRSP (Canada) with company matching contributions, vested immediately
Paid vacation, personal time, and sick leave
Paid maternity and paternity leave (U.S.)
Employer-paid short-term disability, long-term disability, life insurance, and accidental death & dismemberment insurance (U.S.)
Comprehensive Employee Assistance Program (EAP)
Employer-paid “Leap into Service” volunteer day
Tuition reimbursement for eligible programs
Opportunities to expand your skills and share your knowledge within a global, publicly traded organization
Company culture focused on internal promotions, diverse career paths, and meaningful professional advancement