Claims and Customer service Agent (hybrid: 2 d. from Saint-Hubert)

The organization

Founded in 1992, Track Garantie inc. specializes in mechanical protection for vehicles, and stands out for its personalized, human approach. Track Garantie is a trusted partner for Quebec car dealers.

Our team is made up of passionate people who live our values every day: respect, caring, integrity, innovation and excellence.

Together, we aim higher to go further.

About the role

Are you a Claims and Customer service Agent with a passion for the automotive industry?

Join a fast-growing company where caring, respect, integrity, innovation and excellence are at the heart of our values.

We are looking for a passionate Claims and Customer service Agent to join our team. This person will be responsible for managing and appraising extended warranty claims for automobiles and recreational vehicles. He/she will analyze claims, assess their compliance with contractual conditions, and ensure optimal management of customer files in order to guarantee customer satisfaction and compliance with extended warranty commitments.

Main responsibilities

1. Claims analysis and evaluation :

• Review customer claims for extended warranty, verifying compliance with the terms of the warranty contract.

• Evaluate the eligibility of repairs or services requested according to the specific conditions of the extended warranty.

• Analyze the causes of vehicle failures and determine whether they are covered by the extended warranty.
• Claims management :

• Open, track and manage claims files in the internal system, ensuring complete and accurate documentation.

• Ensure rigorous follow-up of claims, from file opening to final resolution, guaranteeing compliance with processing deadlines.
• Customer communication :

• Take customer service calls.
• Provide a clear and professional response to customers regarding the status of their claim.

• Explain the reasons for decisions on whether or not extended warranty repairs are eligible, in the event of refusal or partial acceptance of the request.

• Manage conflict situations and resolve disagreements, demonstrating diplomacy and customer service skills.
• Collaboration with service centers and partners :

• Work closely with service centers to obtain the technical information needed to assess claims.

• Validate the conformity of repairs carried out under extended warranties and ensure compliance with the procedures defined in the contract.
• Dispute management and negotiations :

• Manage extended warranty disputes, negotiating appropriate solutions with customers, insurers or partners to resolve problems satisfactorily.

• Identify recurring problems or anomalies in extended warranty requests and propose solutions to improve the process.
• Monitoring and updating knowledge :

• Keep abreast of product developments, extended warranty conditions, new legislation and competitor practices.

• Perform all other related tasks as required by the team and the organization.

Qualities needed to thrive in this role

• Dynamism.

• Positive attitude;

• Focused on customer satisfaction while respecting company rules.

• Flexibility and ability to work in a constantly changing environment.

• Excellent communication skills.

• Autonomy and professionalism.

What we are looking for

• High school or college diploma or equivalent (mechanical training an asset).

• 2 to 5 years' experience in the automotive industry.

• Excellent knowledge of automotive and recreational mechanics.

• Knowledge of claims file management.

• Customer service skills and the ability to quickly establish a climate of trust with customers.

• Listen to the customer and haggle to understand the problem.

• Good negotiation skills.

• Recognized for your efficiency, organizational skills and excellent ability to manage priorities.

• Recognized for your initiative, autonomy and resourcefulness.

• Recognized for your positive attitude, diplomacy and ideas for improvement.

• Be able to communicate positively.

• Good oral communication, professionalism.

• Good technology skills.

• Be bilingual or able to communicate fluently in English.

What we offer

• Be part of a growing organization that is also a leader in its market segment.

• Have a tangible impact on the company's growth and success.

• Work in a dynamic, innovative environment offering excellent opportunities for ongoing training, professional development and career advancement.

• Work in an environment that encourages your autonomy.

• Work in an organization where work-life balance is a priority.

• Free 24/7 access to an online doctor.

• Working in a diversified company where the challenges are varied: you'll never get bored!

Would you like to take up this challenge and contribute to our growth plans? Apply now and join a team that values your expertise and ideas!

We thank all applicants for their interest. Only those candidates selected for an interview will be contacted.