Position Summary

The Tier 2 Bilingual Customer Care Agent is responsible for managing complex customer cases requiring investigation, analysis, stakeholder coordination, and resolution. Acting as a case manager, this role serves as the primary point of contact for customers while working closely with retailers, District Service Managers (DSMs), Service Operations, Warranty, Quality Assurance, and other internal stakeholders to investigate warranty-related concerns and dealer complaints. Tier 2 agents are expected to exercise sound judgment, conduct objective investigations, and deliver fair, consistent, and customer-focused resolutions.

Key Responsibilities:

Warranty Investigations

• Investigate customer requests for warranty assistance and goodwill consideration.
• Review repair history, warranty coverage, dealer findings, and supporting documentation.
• Analyze vehicle ownership and service history.
• Gather and assess information from customers, retailers, and internal teams.
• Communicate investigation outcomes and next steps to customers.

Dealer Complaint Investigations

• Investigate concerns related to dealer sales, service, communication, workmanship, and customer experience.
• Collect information from all parties involved.
• Maintain objectivity while assessing facts and circumstances.
• Facilitate discussions between customers and retailers when appropriate.
• Document findings, recommendations, and outcomes.

Case Management

• Manage cases from intake through closure.
• Maintain detailed and accurate case notes.
• Conduct timely customer follow-up.
• Prioritize competing workloads and deadlines.
• Escalate legal, safety, or product liability concerns appropriately.

Required Qualifications

Education

• College diploma or university degree preferred, or equivalent experience.
• Studies in business, automotive technology, legal studies, communications, or customer service considered an asset.

Experience

• 3-5 years of customer service, complaint resolution, case management, or investigative experience.
• Experience in automotive, dealership operations, warranty administration, insurance claims, or escalated customer support preferred.
• Demonstrated experience handling complex customer concerns and conflict resolution.

Core Competencies

Investigation & Analytical Skills

The ability to objectively assess information and determine appropriate resolution paths.

Required Skills

• Critical thinking
• Root cause analysis
• Fact gathering and interviewing
• Research and documentation review
• Decision-making and sound judgment
• Risk assessment
• Attention to detail

Language Proficiency:

Proficiency in English and French is required, as the role will support both French and English speaking customers