Bilingual Warranty Claims Specialist

Toyota Motor Corporation•Brossard, QC

1d•Hybrid

About The Position

Toyota Canada Inc. is seeking a solution-oriented Bilingual Warranty Claims Specialist to join their Customer Services team. This full-time position, reporting to the Manager, Warranty Claims, will be based in Scarborough, ON, with a hybrid work environment. The specialist will be responsible for assisting Dealers with the administration of Factory Warranty and ECP claims via the Warranty Assistance Phone Line, processing these claims, and maintaining a high standard of Dealer satisfaction.

Requirements

2+ years of work experience in customer services
College diploma and/or university degree or an automotive related discipline
Bilingualism (English/French) Mandatory
Strong oral and written communication skills
Proven ability to initiate & improve work processes to increase efficiencies
Excellent interpersonal skills
Work well in a team environment

Nice To Haves

Basic automotive technical knowledge is an asset
Dealership experience within the Service/Parts area and/or customer service is an asset

Responsibilities

Provide prompt and accurate dealer assistance on Warranty Assistance telephone line
Process and resolve Dealer inquiries (CMS case assistance requests) within 24 hours
Maintain a high level of customer service standard to ensure Dealer satisfaction
Monitor and respond to emails from both internal and other Toyota Affiliates
Communicate with TCI third party warranty vendors
Promptly review and process Factory and ECP claims while maintaining accuracy and dealer satisfaction
Assess and adjudicate Warranty and ECP claims with both Dealer satisfaction and cost control in mind
Review, adjust and resubmit warranty claims rejected by TMC
Work closely with Product Quality & Service Support (PQSS), Vehicle Safety & Compliance Liaison Office Canada (VSCLOC) to assist dealers in efficient claims processing
Work closely with Field Warranty Consultants (FWC) when needed
Collaborate with Warranty Administration to identify and improve overall Warranty Policies and process
Process additional administrative works and ad-hoc requests and studies as required