Damage Resolution Specialist

DRIVING FORCE; Edmonton; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Flexible benefits

RRSP matching

50% rental discount

Learning & growth opportunities

Paid vacation

Thrive wellness program

Rewards program

Job summary

The Driving Force Group of Companies is seeking a Damage Resolution Specialist to join our Customer Service & Damage Resolution Team in Edmonton. You will be the primary contact for damage and chargeback inquiries, coordinating with internal teams and customers to finalize open files with full payment.

We offer competitive wages and benefits, a 50% rental discount, RRSP matching, flexible work arrangements, three weeks of vacation, wellness programs, and opportunities for career progression

Qualifications

• Minimum of three years in an administrative coordinator role.
• Three years in a customer service role.
• Experience in insurance and claims management is a plus.
• Familiarity with vehicle repairs and maintenance is advantageous.
• Strong organizational skills and attention to detail.

Responsibilities

• Serve as the primary contact for internal teams and customers throughout the damage and repair process.
• Communicate with customers via phone and email, providing updates on damages and repairs.
• Prepare and provide all relevant documentation: condition reports, appraisals, estimates, and invoices.
• Oversee the chargeback process and maintain accurate records.
• Adhere to SLAs to meet customer expectations.
• Collaborate with the claims department as needed for effective communication.
• Ensure chargeback files are complete and uploaded into Maintain system.
• Manage vehicles classified as write-offs in coordination with the claims department.
• Address complaints professionally and escalate to the DRM when necessary.

Skills

Organizational skills

Communication skills

Multitasking

Conflict resolution

Interpersonal skills

Detail-oriented

Education

Post-secondary education preferred

Job description

The Driving Force Group of Companies is a network of world-class transportation and fleet management solutions companies. We're proud to be an Alberta success story that began in a rented office above a small service station. With a can-do attitude and people-first culture, we've grown into an industry leader, operating across Canada, spanning over 40 locations with over 600 + employees.

We are currently seeking a Damage Resolution Specialist to join our Customer Service & Damage Resolution Team. Guided by a passion for customer service and relationship building, you will be the main point of contact for customer inquiries regarding chargebacks. Your success is measured on the ability to build and maintain positive relationships with customer while finalizing the chargeback process by obtaining full payment on open files. If you thrive in fast paced environments and are committed to providing outstanding service to customers, we'd love to hear from you!

What Moves You

• You are valued and supported with competitive pay and benefits, such as extended health coverage, dental benefits, and a personal spending account.
• We prioritize your team's well-being by offering various perks, including a 50% discount on rentals at any DRIVING FORCE location and a company matched savings and emergency funds program for your future security.
• We emphasize work-life balance, offering 3 weeks of accruable vacation, a flexible work arrangement, and wellness programs for personal and family focus.
• We are commitment to your growth with our inclusive and enjoyable company culture that allows career advancement through hands on training and opportunities for career progression within the organization.
• You will experience a vibrant and cooperative work atmosphere, along with the chance to collaborate with a forward-thinking team in the automotive sector.

What You’ll Do

• Serve as the primary point of contact for both internal teams and customers throughout the damage and repair process, ensuring a seamless experience from start to finish.
• Communicate promptly and professionally with customers via phone and email, providing updates on vehicle damages, necessary repairs, and the overall repair process.
• Prepare and provide all relevant documentation, including condition reports, appraisals, estimates, and final invoices, ensuring customers are fully informed.
• Oversee the chargeback process to ensure compliance with established procedures and maintain accurate records.
• Adhere to existing Service Level Agreements (SLAs) to meet customer expectations.
• Collaborate with the claims department as needed to facilitate effective communication and resolution.
• Ensure chargeback files are complete and accurately uploaded into the Maintain system, coordinating with other departments when necessary.
• Manage vehicles classified as write-offs in coordination with the claims department.
• Address customer and branch complaints with professionalism, escalating issues to the Damage Resolution Manager (DRM) when necessary.

What You Bring

• A minimum of three years' experience in an administrative coordinator role.
• Experience in insurance and claims management is a plus.
• Familiarity with vehicle repairs and maintenance is advantageous.
• At least three years of experience in a customer service role.
• Post-secondary education is preferred.
• Exceptional organizational skills with the ability to multitask effectively.
• Strong written and verbal communication skills, with a focus on interpersonal relationships.
• Detail-oriented and process-driven, with a commitment to accuracy.
• Proven conflict resolution skills and the ability to navigate challenging conversations.

What We Offer

• Competitive wages and flexible benefits.
• Our company RRSP matching program.
• 50% off rentals at any of our Driving Force locations.
• Learning and growth opportunities.
• Paid vacation and wellness time.
• We support your wellbeing through our Thrive wellness program.
• We 'Celebrate Great' through our rewards and recognition programs.

The Driving Force Groups of Companies values diversity and is committed to providing equal opportunities in the workplace. We invite applicants from qualified individuals of all backgrounds. While we welcome all interested candidates, only those selected for an interview will receive further communication.

If you require accommodation during any part of the recruitment process, please let us know.

Final candidates will be required to undergo a security screening. This may include a driver abstract, criminal history check, reference checks and/or credit check.

Compensation & Transparency Disclosure

This posting is for a current vacancy within our organization. In accordance with our commitment to a fair and human-centered hiring process, we do not use artificial intelligence (AI) to screen, assess, or select applicants; every application is reviewed personally by our recruitment team.

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