Customer service Agent - Track Garantie (hybrid: 2 d. from Saint-Hubert)

The organization

Founded in 1992, Track Garantie Inc. specializes in mechanical protection for vehicles and stands out for its personalized and human approach. Track Garantie is a trusted partner for automotive dealers in Quebec.

Our team is made up of passionate people who live our values every day: respect, kindness, integrity, innovation, and excellence.

Together, we aim higher to go further.

About the role

Track Garantie is currently growing rapidly and plans to enter the Ontario market shortly. With this comes a growing need to hire new employees who are fully bilingual.

Are you a customer service agent with a passion for the automotive industry?

Join a growing company where kindness, respect, integrity, innovation, and excellence are at the heart of our values.

We are looking for a passionate Customer Service Agent to join our team. This person will be responsible for managing and assessing claims related to extended warranties for motor vehicles and recreational vehicles. He or she will analyze claims, evaluate their compliance with contractual conditions, and ensure optimal management of customer files to guarantee customer satisfaction and compliance with extended warranty commitments.

Main responsibilities

Customer communication:

• Respond to incoming customer calls regarding their extended warranties
• Explain warranty coverage, terms, and exclusions clearly and empathetically
• Guide customers through the claims or service request process
• Provide effective solutions to issues raised while adhering to internal procedures
• Enter and update customer information in our management system
• Collaborate with other departments (claims, technical support, sales) as needed

Dispute management and negotiations:

• Manage disputes related to extended warranties, negotiate appropriate solutions with customers, insurers, or partners to resolve issues satisfactorily.

• Identify recurring issues or anomalies in extended warranty claims and propose solutions to improve the process.

Monitoring and updating knowledge:

• Stay informed of product developments, extended warranty terms and conditions, new legislation, and competitor practices.

• Perform other related tasks as required by the team and the organization.

Qualities required to thrive in this role

• A customer-focused attitude with excellent listening skills
• Patience, empathy, and good judgment
• Proficiency with computer tools and management systems (CRM)
• Excellent communication skills in French (and English, an asset depending on the position)
• Experience in a call center or customer service (an asset, but not required—we provide training!)
• Ability to handle a high volume of calls while remaining calm

What we are looking for

• High school or college diploma or equivalent (training in mechanics is an asset).

• 2 to 3 years of customer service experience.

• Knowledge of file management.

• Strong customer service skills and ability to quickly establish trust with customers.

• Ability to listen to customers and merchants to fully understand the issue.

• Good negotiation skills.

• Good verbal communication skills and professionalism.

• Good computer skills.
• Bilingualism, both spoken and written (communication in French is very important as our team is predominantly French-speaking, but communication in English is essential as we now serve a growing English-speaking clientele).

What we offer

• Be part of a growing organization that is also a leader in its market segment.
• Have a real impact on the growth and success of the company.
• Work in a dynamic and innovative environment offering great opportunities for ongoing training, professional development, and career advancement.
• Evolve in a workplace that encourages autonomy.
• Work for an organization that prioritizes work-life balance.
• Enjoy free access to an online doctor 24/7.
• Working in a diverse company with a wide range of challenges: you'll never be bored!

Want to take on this challenge and contribute to our growth projects? Apply now and join a team that values your expertise and ideas!

We thank all applicants for their interest. Only those selected for an interview will be contacted.