Damage Resolution Specialist

2 months ago

Edmonton, Canada Accoravillage Full time

Begin an exciting journey with Driving Force as the Damage Resolution Specialist, an essential member of our Damage Resolution team. Guided by a passion for customer service and relationship building, you will be the main point of contact for customer inquiries regarding chargebacks. Your success is measured on the ability to build and maintain positive relationships with customers while finalizing the chargeback process by obtaining full payment on open files. If you thrive in fast-paced environments and are committed to providing outstanding service to customers, we’d love to hear from you

At the Driving Force Inc., we prioritize the professional growth and personal well-being of our team members. Join our team, and you will immerse yourself in a supportive environment devoted to your success and overall welfare, even amidst the fast-paced environment of our most frequent locations.

Why work with us?

  • You are valued and supported with competitive pay and benefits, such as extended health coverage, dental benefits, and a personal spending account.
  • We prioritize your team’s well-being by offering various perks, including a 50% discount on rentals at any DRIVING FORCE location and a company matched savings and emergency funds program for your future security.
  • We emphasize work-life balance, offering 3 weeks of accruable vacation, a flexible work arrangement, and wellness programs for personal and family focus.
  • We are committed to your growth with our inclusive and enjoyable company culture that allows career advancement through hands-on training and opportunities for career progression within the organization.
  • You will experience a vibrant and cooperative work atmosphere, along with the chance to collaborate with a forward-thinking team in the automotive sector.

What You’ll Do

  • Serve as the primary point of contact for both internal teams and customers throughout the damage and repair process, ensuring a seamless experience from start to finish.
  • Communicate promptly and professionally with customers via phone and email, providing updates on vehicle damages, necessary repairs, and the overall repair process.
  • Prepare and provide all relevant documentation, including condition reports, appraisals, estimates, and final invoices, ensuring customers are fully informed.
  • Oversee the chargeback process to ensure compliance with established procedures and maintain accurate records.
  • Adhere to existing Service Level Agreements (SLAs) to meet customer expectations.
  • Collaborate with the claims department as needed to facilitate effective communication and resolution.
  • Ensure chargeback files are complete and accurately uploaded into the Maintain system, coordinating with other departments when necessary.
  • Manage vehicles classified as write-offs in coordination with the claims department.
  • Address customer and branch complaints with professionalism, escalating issues to the Damage Resolution Manager (DRM) when necessary.

What You Bring

  • A minimum of three years’ experience in an administrative coordinator role.
  • Experience in insurance and claims management is a plus.
  • Familiarity with vehicle repairs and maintenance is advantageous.
  • At least three years of experience in a customer service role.
  • Post-secondary education is preferred.
  • Exceptional organizational skills with the ability to multitask effectively.
  • Strong written and verbal communication skills, with a focus on interpersonal relationships.
  • Detail-oriented and process-driven, with a commitment to accuracy.
  • Proven conflict resolution skills and the ability to navigate challenging conversations.

The Driving Force Inc. is an equal opportunity employer that embraces diversity in the workplace and encourages applications from qualified women, men, visible minorities, aboriginal peoples, and persons with disabilities. We welcome applications from all interested individuals; however, only those candidates selected for an interview will be contacted.

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