Damage Resolution Specialist

1 week ago

Edmonton AB, Canada Driving Force Vehicle Rentals, Sales and Leasing 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 customer 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

Discover why you should 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:

  • Act as the point of contact internally and with customers throughout the damage and repair process from start to end.
  • Communicate via phone and email with customers in a timely and professional manner regarding vehicle damages, any repairs that need to be completed, and the process of getting the vehicle repaired.
  • Provide all appropriate documentation to the customer such as condition report, appraisal, estimate, and final invoice.
  • Ensure the chargeback process and procedure is being followed and completed.
  • Manage to existing service level agreements (SLA’s).
  • Communicate to the claims department when applicable.
  • Ensure completeness of chargeback files, including all documentation, and upload into the Maintain system. Coordinate cross departmentally when required on chargebacks.
  • Coordinate vehicles that have been deemed a write off with the claims department.
  • Handle complaints from branches and/or customer and escalates to Damage Resolution Manager (DRM) if required.

What you'll need:

  • Valid Driver’s License and Driver’s Abstract acceptable to TDF Group’s Driver and Vehicle Safety Program (to drive company vehicles
  • A minimum three years of experience in an administrative coordinator role
  • Experience and knowledge with insurance and claims management is considered an asset.
  • An understanding of vehicle repairs and maintenance is an asset
  • A minimum three years of experience in a customer service role
  • Post secondary education considered an asset
  • Strong organization skills and ability to multitask.
  • Strong written and verbal communication and interpersonal skills.
  • Process-driven with attention to detail.
  • Effective conflict resolution skills and ability to handle challenging conversations.

The Driving Force values diversity and is an equal opportunity employer. We encourage applicants from a wide range of candidates including women, men, visible minorities, Indigenous people, and persons with disabilities. While we welcome applicants from all interested individuals, please note that only selected candidates will be contacted for an interview.

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