Tier 2 Bilingual Customer Care Agent - Warranty Investigations & Dealer Complaint Specialist

Canada
Remote
Posted Oct 15, 2026
1 position

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Employment type: Full-time
Experience level: Mid-level · 2+ years
Minimum education: College diploma
Posting language: English
Working hours: 40 hours per week

Job summary

Manage complex customer cases from intake through closure, investigating warranty assistance requests and dealer complaints. Coordinate with customers, retailers, and internal teams to assess evidence, document findings, communicate outcomes, and deliver fair resolutions.

Job details

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

What you’ll do

Requirements

Three to five years of experience in customer service, complaint resolution, case management, or investigations is required, with automotive, warranty, insurance claims, or escalated support experience preferred. A college diploma or university degree is preferred, and proficiency in both English and French is required.