Bilingual Automotive Technical Specialist, Claim Resolutions (Remote)

Job opportunity

Expected salary range

$33 / h

Location

Openlane
Toronto, ON, Canada

Workplace

On site

Job Description

About the role

At OPENLANE we make wholesale easy so our customers can be more successful. We are a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our values are Driven Waybuilders, Relentless Curiosity, Smart Risk-Taking, and Fearless Ownership.

We're seeking a Bilingual Automotive Technical Specialist - Remote for our Claim Resolutions team. This role is designed for a professional with a strong background in hands-on automotive diagnostics and customer relations. You will act as a bridge between technical vehicle assessment and fair dispute resolution, applying your real-world experience to a corporate environment.

Responsibilities

  • Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.
  • Investigate and resolve customer arbitration claims by serving as a neutral technical expert.
  • Maintain proactive and 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 descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.
  • Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.
  • Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.
  • Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.
  • Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.
  • Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.

Requirements

  • Bilingual in English and French. This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French.
  • Minimum of 2 years of hands-on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), demonstrating a solid, practical understanding of vehicle mechanics and repair.
  • Available to work in the EST Time Zone from 8:30 AM - 5:00 PM.
  • Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations.
  • A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork.
  • Superior conflict resolution, negotiation, and communication skills (both written and verbal).
  • Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.

Benefits

  • Competitive pay.
  • Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US).
  • Immediately vested 401K (US) or RRSP (Canada) with company match.
  • Paid Vacation, Personal, and Sick Time.
  • Paid maternity and paternity leave (US).
  • Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US).
  • Robust Employee Assistance Program.
  • Employer paid Leap into Service Day to volunteer.
  • Tuition Reimbursement for eligible programs.
  • Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization.
  • Company culture of internal promotions, diverse career paths, and meaningful advancement.

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Openlane

Openlane

Seeking a bilingual automotive specialist with 2+ years experience for remote claim resolution role, $28-$33 CAD/hr in Toronto.

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