Vehicle Replacement Specialist

Solera•Virtual Ontario, ON

6d•Remote

About The Position

The Vehicle Replacement Specialist I (VRS1) serves as the primary point of contact for insurance clients requesting vehicle replacement reports for total loss claims. This role manages inbound calls, electronic inquiries, and is responsible for accurately entering and updating replacement reports for automobiles, boats, equipment, and other vehicle types. VRS1 agents play a critical role in customer satisfaction by delivering prompt, professional, and courteous service while ensuring high‑quality and compliant work.

Requirements

High School diploma or GED required; college degree preferred.
1–2 years of customer service experience required.
Bilingual fluency in French and English required.
Strong aptitude for mathematics and basic calculations.
Analytical, detail‑oriented, and naturally inquisitive with strong questioning skills.
Commitment to providing exceptional customer service and taking ownership of issue resolution.
Excellent written and verbal communication skills across all organizational levels.
Persuasive communication skills with the ability to build rapport and positively influence dealership and financial institution partners to provide timely and accurate information for valuation research.
Ability to maintain a professional, courteous, and tactful approach with clients, colleagues, and other stakeholders.
Strong time‑management skills with the ability to meet deadlines and manage multiple tasks in a fast‑paced environment.
Ability to work both independently and collaboratively.
Proven ability to maintain confidentiality.
Proficiency in Windows OS, Microsoft Office products, SharePoint, and mobile applications.

Responsibilities

Produce accurate vehicle replacement reports using online research, internal systems, and outbound calls to dealerships.
Provide Level One support by assisting clients with creating new replacement requests or updating existing reports.
Answer client questions and clearly explain report content.
Ask detailed and relevant questions to understand customer needs, resolve issues, and determine next steps.
Follow all compliance procedures and maintain accurate, complete documentation for every interaction.
Use internal knowledge bases and remain up‑to‑date on product changes, system updates, and evolving vehicle models.
Document and escalate issues to Tier 2 support with clear, concise, and complete information to ensure timely resolution.
Participate in ongoing training to enhance product knowledge and customer service skills and other total loss functions.
Deliver an exceptional customer experience via phone and electronic communications.
Perform other duties as assigned.