Listed on Himalayas. You apply through their page. We never charge applicants.
Estimated pay
Estimate$53K–$56K/yr
Estimate — the employer hasn't published pay.
Based on 10 similar mid-level Customer Service & Call Centre jobs in Canada that show pay. The range is the middle half of their posted pay (25th to 75th percentile), not an offer — ask the employer for the real range.
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At a glance
- Education
- No degree required
- Languages
- English, French
About the role
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
Originally posted on Himalayas