Experienced Claims Representative – Ford St-Basile (Saint-Basile-le-Grand, QC)

Job Description

You will join the Ford St-Basile team to handle and follow up on claims related to service, parts, and warranty. You will serve as the link between customers and internal teams, coordinate actions with the workshop and relevant departments, and ensure a smooth and satisfying customer experience. You will record and document claims in the system, provide regular updates, and participate in the continuous improvement of the process.

Main Responsibilities

• Process and follow up on claims related to service, parts, and warranty.
• Act as a point of contact for customers and internal teams; coordinate actions with the workshop (10 mechanics) and relevant departments.
• Record, track, and document claims in the system; ensure data accuracy and adherence to procedures.
• Provide regular updates to customers and ensure a quick and satisfactory resolution.
• Analyze claim trends and propose operational improvements to optimize the customer experience.
• Prepare reports and summaries for management; participate in the continuous improvement of the claims process.
• Follow up on parts returns requested by manufacturers; open and close work orders; prepare and submit manufacturer warranty claims; manage warranty claims.

Desired Profile / Requirements

• Minimum of 5 years of experience in a claims, customer service, or similar case management role.
• Excellent communication skills (oral and written) and a strong customer service orientation.
• Ability to work independently and as part of a team; organized and rigorous.
• Proficiency with IT tools and case management systems.
• Ability to prioritize and manage multiple cases simultaneously.

Conditions and Benefits

• Competitive salary based on experience.
• Possible remote work 3 days a week.
• Flexible hours and work-life balance.
• Uniform provided; free parking.
• Employee benefits: retirement plan, health and drug insurance, disability and life insurance, sick leave, employee discounts, continuing education.

Location

• Saint-Basile-le-Grand, Quebec (Ford St-Basile dealership)