Vehicle Replacement Specialist

3 weeks ago

Toronto, Ontario, Canada solera Full time

Job Title: Vehicle Replacement Specialist

Job Summary:

We are seeking a skilled Vehicle Replacement Specialist to join our team at Solera. As a key member of our customer service team, you will be responsible for handling frontline inbound telephone calls and electronic inquiries from customers regarding vehicle replacement reports.

Key Responsibilities:

  • Accurately produce vehicle replacements for regular passenger vehicles by conducting online research, utilizing internal resources, and making outbound calls to dealerships.
  • Provide level one support by assisting clients with entering a new request for a vehicle replacement report or updating an existing one.
  • Answer questions or guide clients to understand the content of the report.
  • Assess customer concerns, ask detailed questions, and carefully listen to the user's response to fully comprehend the need, product issue, and best approach for resolving the problem.
  • Take responsibility for all duties relating to compliance procedures.
  • Use internal knowledgebase to resolve issues and keep current on most recent changes and/or upgrades.
  • Communicate issues clearly and effectively to clients, document all customer interactions consistently, thoroughly, and free of grammatical errors.
  • Document customer issues clearly and accurately when escalating to Tier 2 support to minimize resolution time for customers.
  • Participate in continuous training programs to improve product knowledge and service skills, as well as learning in an ever-changing environment with different vehicles introduced every year.
  • Deliver an amazing customer experience to clients requesting and updating reports through phone and electronic support.

Requirements:

  • High School diploma or GED equivalent required, College diploma or University degree preferred.
  • 1-2 years customer service experience.
  • Bilingual required (French/English).
  • Must have an aptitude for math.
  • Analytical and naturally inquisitive with good questioning skills and good attention to details.
  • Desire to go the extra mile for customers, and take personal responsibility for resolving issues.
  • Ability to effectively communicate with others at all levels of the Company and the public, both verbally and in writing.
  • Ability to demonstrate a courteous, tactful, and professional approach with employees and external customers and vendors.
  • Ability to accurately complete tasks and projects, within allowable timeframes.
  • Ability to perform special assignments as requested by the management team.
  • Ability to work both independently and as part of a team.
  • Ability to multi-task and switch between tasks seamlessly within a fast-paced environment.
  • Must be able to always maintain confidentiality.
  • Excellent written and oral communication skills.
  • Knowledge and experience with Windows Operating systems.
  • Excellent computer skills (Microsoft office, SharePoint, mobile applications, etc.).

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