Bilingual Warranty Claims Specialist Job Washington District of Columbia USA,Customer Service/HelpDesk

Accountabilities

Respond to inbound dealer and stakeholder calls while supporting call centre service objectives, including maintaining an 80% service level within 60 seconds .
Provide timely and accurate support to dealers and internal affiliates regarding warranty coverage, claim submission requirements, reimbursement, and payment inquiries.
Process warranty claims submitted by the dealer network and ensure documentation and information are complete and accurate.
Review warranty claims against established policies and procedures and approve, authorize, or otherwise process claims as appropriate.
Complete recurring warranty administration activities that support accurate records, system updates, dealer follow-up, and overall operational efficiency.
Process odometer correction requests and warranty registration date corrections.
Complete warranty-related updates within the Customer Information Control System (CICS).
Complete required training through applicable learning platforms and maintain knowledge of warranty policies and procedures.
Coordinate parts return requests and tracking activities.
Process warranty claim debits and related adjustments accurately and in a timely manner.
Maintain effective communication and working relationships with internal teams, dealers, suppliers, partners, consultants, and other stakeholders.
Participate in team initiatives, share results, and contribute to a collaborative working environment.
Perform other warranty-related duties and operational tasks as assigned.

Requirements

College or other post-secondary education, preferably in a related field.
Full professional proficiency in French and English , both written and spoken.
At least 1 year of experience in a call centre environment or a related field .
Customer service experience is an asset.
Strong communication and interpersonal skills, with the ability to provide clear and professional support by phone, email, and web-based channels.
Excellent attention to detail and ability to review information carefully for accuracy, completeness, and compliance.
Strong organization and time-management skills, with the ability to manage recurring administrative tasks while meeting service-level expectations.
Ability to build and maintain positive working relationships with colleagues and a broad range of internal and external stakeholders.
Collaborative mindset and willingness to contribute to team objectives and share results.
Ability to learn and apply detailed policies, procedures, systems, and warranty requirements.
Comfortable working independently in a fully remote environment while remaining responsive and engaged with the broader team.
Ability to work from home five days per week, with occasional attendance at the assigned office location using a hoteling workspace.

Benefits

Annual salary range of CAD $64,003–$76,004 , depending on education, experience, knowledge, skills, and other job-related factors.
Fully remote, work-from-home position.
Five-day-per-week remote working arrangement with occasional access to an assigned office workspace when required.
Opportunity to develop expertise in warranty claims, dealer support, customer service, and automotive operations.
Exposure to a broad network of dealers, internal teams, suppliers, partners, consultants, and other stakeholders.
Structured call centre environment with defined service-level objectives.
Opportunities to complete relevant training and develop knowledge through internal learning programs.
Collaborative, team-oriented work environment.
Opportunity to contribute to operational accuracy, efficient claims processing, and high-quality dealer support.