Bilingual Claims Clerk – Warranty and Customer Service

Location: Saint-Jérôme, Quebec

Garage EMP, an auto and truck garage with 17 years of experience, is looking for a motivated bilingual Claims Clerk focused on customer service and efficient problem resolution.

About the Role The incumbent will primarily handle warranty claims with Vinfast Canada and, if applicable, other suppliers, with rigorous follow-up until resolution. During peak periods, assistance with customer service and reception will be needed at the beginning and end of the day.

Key Responsibilities

• Greet customers and receive vehicle and service-related claims
• Record, categorize, and prioritize claims in the management system
• Quickly analyze issues and coordinate actions with technicians and internal teams
• Follow the claim cycle until resolution and provide necessary reporting
• Communicate clearly and regularly with clients and partners (insurers, warranty providers, etc.)
• Verify document compliance, prepare parts and associated costs
• Update client files and the claims history
• Participate in continuous improvement of service processes and customer experience
• Collaborate with the team to maintain high satisfaction and customer loyalty
• Collect warranty payments received from suppliers
• During peak periods, assist customer service and reception at the start and end of the day

Operational Tasks (Summary)

• Follow up on returned parts requested by manufacturers
• Open and close work orders
• Prepare and submit manufacturer warranty claims
• Manage warranty claims

Profile Sought

• Minimum of 1 year of experience in a similar role (customer service, claims management, administrative support, or insurance)
• Excellent written and spoken communication skills in French and English; active listening and ability to handle sensitive situations
• Ability to work under pressure, prioritize, and meet deadlines
• Mastery of French; functional English required
• Good proficiency with computer tools (Microsoft Office suite; management/CRM software)
• Analytical mindset, rigor, service-oriented, and solutions-focused
• Relevant education (college diploma or equivalent) appreciated

Benefits and Working Conditions

• Competitive salary and job stability
• Dental insurance, health insurance, and medication coverage
• Vision care insurance
• Life insurance
• No layoffs during slow periods
• Continuing education and paid training
• Free parking; accessible public transportation nearby
• Learning environment and team of experts
• Culture of excellence, innovation, and customer service

Environment and Culture

• Integration into a team recognized for professionalism and commitment to customer satisfaction
• Modern, well-equipped workshop capable of handling all vehicle types, including hybrids and electric vehicles
• Supervision by experienced professionals

Informational Note Garage EMP favors a work environment focused on collaboration, quality service, and continuous improvement.