Reports to: Head of Claims

Location: Hybrid- Tillsonburg/Remote

Hours of Work: 9:00 AM – 5:00 PM, Monday - Friday

Who We Are: People’s Choice Warranty is a leading provider of third-party extended warranty and vehicle protection plans, serving customers across Canada. Based in Ottawa, the company partners with automotive dealerships to deliver reliable warranty solutions and exceptional customer service, helping protect customers from unexpected vehicle repair costs.

The Opportunity: The Call Center Representative is responsible for delivering exceptional customer service by responding to inbound inquiries, resolving customer concerns, and providing accurate information regarding warranty products, claims, and services. This role serves as a primary point of contact for customers, dealerships, and business partners while ensuring a positive customer experience and supporting the efficient operation of the call center.

Job Summary: The Call Center Representative provides front-line customer support by responding to inbound calls and emails, answering questions, processing warranty claims, and coordinating claim-related documentation. The role ensures positive customer experience through timely, accurate, and professional service while supporting the productive operation of the Claims Department.

Responsibilities and Duties:

- Respond to inbound customer, dealership, repair facility, and business partner inquiries by phone, email, and other communication channels in a professional and timely manner.
- Provide accurate information regarding warranty coverage, claims processes, products, and company services.
- Open recent warranty claims, collect required information, and ensure mandatory claims is entered accurately into the claims management system.
- Document all customer interactions, claim updates, and communications accurately within the claims management system.
- Receive, review, upload, and organize customer documents, photos, videos, and supporting documentation for adjuster review.




- Monitor shared claims email inboxes and ensure customer documentation and correspondence are processed promptly.
- Communicate with customers, repair facilities, dealerships, and Claims Adjusters to obtain information required to process claims efficiently.
- Send document checklists and communicate documentation requirements to repair facilities to facilitate timely claim processing.
- Assign new claims to Claims Adjusters in accordance with established procedures.
- Resolve customer concerns and inquiries while maintaining a high level of professionalism and customer satisfaction.
- Escalate complex customer concerns or unresolved issues to the appropriate department or supervisor as required.
- Collaborate with internal departments, including Claims, Sales, Administration, and other business units to ensure timely resolution of customer inquiries.
- Maintain accurate customer records while ensuring the confidentiality and security of customer information.
- Meet established service standards, quality expectations, and productivity targets.
- Support departmental administrative duties and perform other responsibilities reasonably related to the role as assigned by management.
- Maintain accurate customer records while ensuring the confidentiality and security of customer information
- Identify opportunities to improve customer service processes and contribute to continuous improvement initiatives
- Support departmental administrative duties and other operational activities as required
- Carry out other duties reasonably related to the role, as assigned by management.

Qualifications:

- High School Diploma is a requirement.
- Previous experience in a customer service, call center, administrative, or similar customer-facing role is preferred.




- Proficiency in Microsoft Office applications, particularly Outlook, Word, and Excel
- Experience using claims management systems, CRM software, or similar customer service platforms is considered an asset.
- Strong verbal and written communication skills with the ability to communicate professionally with customers and business partners.
- Excellent organizational skills, attention to detail, and ability to maintain accurate documentation.
- Ability to multitask, prioritize competing demands, and work effectively in a fast-paced environment.
- Bilingual communication skills are considered an asset.

Physical & Psychological Working Conditions/Requirements:

- The work is performed in a hybrid/remote office environment, which requires long periods of sitting while using a computer, headset and telephone system.
- Minimal lifting, bending, and crouching are required.
- Deadline pressures, stress of multi-tasking, communicating, and interacting diplomatically with clients, supervisors, and co-workers.
- Respect, honesty, and sound work ethics are important attributes.
- Accuracy, attention to detail, and focus on day-to-day activities and interactions required.
- Professional demeanor at all times when dealing with clients, employees, and others.

We thank all applicants for their interest; however, only those best suited to our current needs and qualifications will be contacted. No agencies, please. We are an equal opportunity employer and welcome applications from all interested parties. We are pleased to accommodate the individual needs of job applicants throughout the recruitment and selection process in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005 (AODA). If you require accommodation at any time throughout the recruitment process, please speak with the Hiring Manager.

Pay: $40,000.00-$50,000.00 per year

Application question(s)

- Do you have previous experience in a call center role?

Work Location: Hybrid remote in Tillsonburg, ON

📌 Call Centre Representative (Tillsonburg)
🏢 Peoples Choice Warranty
📍 Tillsonburg