Vehicle Replacement Specialist I – Bilingual English/French – Virtual Canada
Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.
The Role
The Vehicle Replacement Specialist I (VRS1) serves as the primary point of contact for insurance clients requesting vehicle replacement reports for total loss claims. This role manages inbound calls, electronic inquiries, and is responsible for accurately entering and updating replacement reports for automobiles, boats, equipment, and other vehicle types.
VRS1 agents play a critical role in customer satisfaction by delivering prompt, professional, and courteous service while ensuring high‑quality and compliant work.
What You’ll Do
- Produce accurate vehicle replacement reports using online research, internal systems, and outbound calls to dealerships.
- Provide Level One support by assisting clients with creating new replacement requests or updating existing reports.
- Answer client questions and clearly explain report content.
- Ask detailed and relevant questions to understand customer needs, resolve issues, and determine next steps.
- Follow all compliance procedures and maintain accurate, complete documentation for every interaction.
- Use internal knowledge bases and remain up‑to‑date on product changes, system updates, and evolving vehicle models.
- Document and escalate issues to Tier 2 support with clear, concise, and complete information to ensure timely resolution.
- Participate in ongoing training to enhance product knowledge and customer service skills and other total loss functions.
- Deliver an exceptional customer experience via phone and electronic communications.
- Perform other duties as assigned.
What You’ll Bring
- High School diploma or GED required; college degree preferred.
- 1–2 years of customer service experience required.
- Bilingual fluency in French and English required.
- Strong aptitude for mathematics and basic calculations.
- Analytical, detail‑oriented, and naturally inquisitive with strong questioning skills.
- Commitment to providing exceptional customer service and taking ownership of issue resolution.
- Excellent written and verbal communication skills across all organizational levels.
- Persuasive communication skills with the ability to build rapport and positively influence dealership and financial institution partners to provide timely and accurate information for valuation research.
- Ability to maintain a professional, courteous, and tactful approach with clients, colleagues, and other stakeholders.
- Strong time‑management skills with the ability to meet deadlines and manage multiple tasks in a fast‑paced environment.
- Ability to work both independently and collaboratively.
- Proven ability to maintain confidentiality.
- Proficiency in Windows OS, Microsoft Office products, SharePoint, and mobile applications.
Physical Demands
- Extended periods of sitting, keyboard use, and screen time (7+ hours per day).
- Frequent use of a telephone headset for client interactions.
Work Environment
- Remote work environment.
- Flexibility to work shifts and weekends as business needs require.
Accountability
This is an individual‑contributor, entry‑level position with no supervisory responsibilities.
Decisions outside standard procedures are escalated to senior team members or management.
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.
