The Automotive Industries Association of Canada (AIA Canada) represents, supports and leads innovation in Canada's $43.9 billion auto care sector. With thousands of members across the country, our vision, research, training programs and advocacy supports Canada’s collision and mechanical sectors. Our best practices for the auto care industry help our members keep Canada’s fleet of almost 26.6 million vehicles on the road.

Whether you have been in a collision or require maintenance, our members help vehicles last longer, pollute less and keep drivers safer by offering Canadians any product or service a vehicle may need after it rolls off the dealership’s lot.

Reporting Relations:

Reports directly to the I-CAR Canada Operations Lead

Purpose of position

This role is responsible for acting as the customers’ first point of contact for the I-CAR Canada training and recognition programs, assessing the nature of enquiries, responding personally, or directing callers to the appropriate staff member and managing multiple inquiries at once in a fast-paced environment.

The position plays a critical role for AIA Canada’s collision sector as it supports AIA Canada Management in the advancement and successful achievements of the I-CAR Canada program objectives.

Key Responsibilities:

- Provide bilingual (English and French Canadian) administrative and operational services in support of the I-CAR Canada program, including engaging in customer correspondence by answering telephone and email inquiries in a timely and courteous manner, and actioning items of high importance relating to customer and stakeholder issues and engagement.




- Investigate and resolve customer complaints or issues effectively, escalating when necessary to ensure timely resolution
- Collect customer feedback and insights to identify needs and areas of improvement
- Collaborate with cross functional teams to address issues, streamline processes and improve customer experience
- Maintain and strengthen existing and develop customer and stakeholder relationships, ensuring a positive experience.
- Proactively maintain internal databases of current and prospective customers to ensure accuracy and completeness.
- Support overall I-CAR Canada program revenue generation through the promotion and sales of I-CAR Canada training opportunities and recognition programs to customers
- Act as a representative of AIA Canada’s I-CAR Canada program at industry events and meetings, please note some travel may be required
- Other administrative tasks and duties as required.

Knowledge and Experience

- Bilingualism(Canadian French and English): This position requires the use of both official languages at an advanced (or native) level in comprehension and writing.
- College degree or equivalent experience
- A minimum of 2 years' work-related experience in customer service or customer relations.
- Ability to work with limited supervision as well as to demonstrate active listening and have a strong attention to detail,



ensuring accuracy in all written communications, reports, and project tracking.
- Aptitude for working in collaborative team environments with a focus on proactive communication and relationship building.
- Possess organizational skills and flexibility to plan, initiate, organize and prioritize own work, to manage multiple projects and deal effectively with multiple deadlines.
- Experience working with CRM software and/or Microsoft Office Suite 365

We are working remotely and are happy to consider candidates who are located outside of Ottawa with a preference to be fully remote in Ontario. Please note: some travel may be required throughout the year.

Salary range: $50,000 - $55,000

This position is being posted to fill in a staff vacancy resulting from an internal promotion.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted. Please note that artificial intelligence (AI) tools may be used to support parts of the screening and assessment process.

AIA welcomes and encourages applications from people with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.

We encourage early applications, as candidates may be reviewed and contacted for interviews prior to the deadline.

Pay: $50,000.00-$55,000.00 per year

Advantages:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Language:

- French (required)

Location:

- Ontario (required)

Work Location: Remote

📌 Customer Experience Coordinator, I-CAR Canada (Ontario)
🏢 AIA Canada
📍 Ontario