Claims Concierge Specialist

YWT Dealer Services; Calgary; On-site; CAD 50,000 - 61,000; Full time

Job summary

YWT Dealer Services in Calgary is seeking a Claims Concierge Specialist to strengthen the dealer experience across Alberta. You will own front-line customer interactions, guide dealers and customers through the claims journey, and train dealership service and F&I teams on our processes to ensure smooth, accurate outcomes.

Reporting to the Claims Concierge Manager, this field-based, full-time role requires a passion for service, empathy, and the ability to travel within Alberta.

Qualifications

• Minimum two (2) years of experience in automotive service, claims, and customer experience.
• Strong passion for customer service and a proven track record of creating exceptional customer experiences.
• Excellent empathy and active listening skills, with the ability to understand dealers' and customers' needs.
• Proven ability to de-escalate challenging situations and turn them into positive outcomes.
• Clear, proactive communicator with strong attention to detail and follow-through.
• Strong organizational and time-management skills; comfortable managing own schedule in a field-based role.
• Confident delivering training and presentations to dealership staff.
• Resides in or near Calgary, Alberta, with a valid driver's license and ability to travel occasionally across Alberta.
• Available Monday to Friday, 8:30 AM to 5:00 PM MT, with flexibility to work outside regular hours.

Responsibilities

• Create an exceptional customer experience in every interaction with dealers, their service teams, and customers.
• Be the go-to contact for dealer and customer claim inquiries, providing fast, clear communication at every step.
• Listen with empathy, set realistic expectations, and turn difficult situations into positive customer experiences.
• Visit dealer partners throughout Calgary and Alberta to train dealership service and F&I teams on claim processes and payment procedures.
• Know YWT's protection programs inside and out to give customers the right answer the first time.
• Follow SOPs, document interactions in CX systems, and meet KPIs for response time and customer satisfaction.
• Work with the Claims Concierge Manager to share feedback and improve processes and the customer experience.

Job description

Built On What’s Right.

At Your Warranty Team (YWT) Dealer Services, we’re building something different. We partner with automotive dealerships as trusted advisors, not transactional salespeople - and we’re looking for professionals who take pride in doing the same.

This role is for someone who takes ownership, communicates with empathy, and enjoys solving problems face to face. If you want to be the person dealers trust when a claim comes in, and you're driven to represent a brand that genuinely cares about its partners, this is where you belong.

Who We Are - YWT Dealer Services

YWT Dealer Services is one of Canada’s fastest-growing providers of automotive protection programs, built on doing right by dealers and customers every step of the way.

We partner with dealers as trusted advisors - delivering programs, technology, and hands‑on support that change how protection is perceived and experienced.

What We Offer

This is a hands‑on, field‑based role for someone who brings strong claims and customer experience skills and wants to make the claims experience smoother, clearer, and easier for dealers and their customers.

Reporting to the Claims Concierge Manager, you'll be the face of YWT's industry‑leading Dealer Concierge Team in the Calgary market: visiting dealer partners, training dealership service and F&I teams on our claims process, and guiding dealers and customers through every step of the claims journey.

A long‑term opportunity: This is a full‑time position that begins as parental leave coverage. We're hiring with the long term in mind: when the leave ends, the successful candidate will have the opportunity to continue with YWT, either in this role or in another role with our growing Dealer Concierge Team.

Compensation includes:

Salary: $55,000 per year.

You’ll join a collaborative, entrepreneurial team that values trust, ownership, accountability, and execution, with the opportunity to build a long‑term career as the organization continues to grow.

What You’ll Do

Under the supervision of the Claims Concierge Manager, the duties and responsibilities of the Claims Concierge Specialist include, but are not limited to the following:

Create an exceptional customer experience in every interaction with dealers, their service teams, and their customers, living our commitment to Customer Obsession each and every day.

Be the go‑to contact for dealer and customer claim inquiries, providing fast, clear, and accurate communication at every step and following up until every concern is addressed.

Listen with empathy, set realistic expectations, and turn difficult or escalated situations into positive customer experiences.

Visit dealer partners throughout Calgary on a regular basis, with occasional travel across Alberta, to build relationships and train dealership service and F&I teams on claim processes, documentation, and payment procedures.

Know YWT's protection programs inside and out, including coverage details, exclusions, and claim limits, so every customer gets the right answer the first time.

Follow established SOPs, document every interaction in our CX systems, and meet or exceed KPIs for response time and customer satisfaction, with a goal of 100% customer satisfaction.

Work closely with the Claims Concierge Manager, sharing customer feedback to improve our processes, training, and overall customer experience.

What We’re Looking For

The ideal candidate possesses the following qualifications:

Minimum two (2) years of experience in automotive service, claims, and customer experience.

A genuine passion for customer service, with a proven track record of creating exceptional customer experiences.

Strong empathy and active listening skills, with the ability to understand what dealers and customers need and make them feel heard.

Proven ability to de‑escalate challenging situations and turn them into positive outcomes.

A clear, proactive communicator with strong attention to detail and the follow‑through to see every concern to the finish.

Strong organizational and time‑management skills, comfortable managing your own schedule in a field‑based role.

Confidence delivering training and presentations to dealership staff.

Resides in or near Calgary, Alberta, with a valid driver’s license, a reliable personal vehicle, and the ability to travel occasionally across Alberta.

Available Monday to Friday, 8:30 AM to 5:00 PM MT, with flexibility to work outside regular business hours as needed.

YWT Dealer Services welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.

YWT Dealer Services is operated by Carwise Consulting Canada Inc. For more information, check us out online at www.ywt.ca