Customer Concierge Specialist - Remote (BC/AB)

Job summary

Respond to customer inquiries by phone, email, and ticket, guiding customers through protection program questions, cancellations, transfers, and regulatory processes until their concerns are resolved. Document interactions, meet service KPIs, escalate complex issues appropriately, and collaborate with internal teams to improve customer resources and processes.

Job details

Customer Concierge Specialist - Remote (BC/AB) Built On What's Right. At Your Warranty Team (YWT) Dealer Services, we're building something different. We partner with automotive dealerships as trusted advisors, not transactional salespeople - and we're looking for professionals who take pride in doing the same. This role is for someone who takes ownership, communicates with empathy, and gets real satisfaction from solving a problem completely the first time. If you want to be the person customers trust when they have a question about their protection program, and you're driven to represent a brand that genuinely cares about its partners, this is where you belong. Who We Are - YWT Dealer Services YWT Dealer Services is one of Canada's fastest-growing providers of automotive protection programs, built on doing right by dealers and customers every step of the way. We partner with dealers as trusted advisors - delivering programs, technology, and hands-on support that change how protection is perceived and experienced. What We Offer This is a remote, customer-facing role for someone who brings strong customer service skills and wants to make every interaction clearer, faster, and easier for the customers who rely on our protection programs. Reporting to the Customer Concierge Manager, you'll be a voice of YWT's industry-leading Dealer Concierge Team. You'll help customers by phone, email, and ticket with inquiries, cancellations, transfers, and regulatory processes, and guide them through every step until their request is resolved. Training and travel: Your first month is in-person training, either at our Calgary office or in the Greater Vancouver area (Delta or Vancouver), depending on where you live. If training or meetings require travel outside your area, YWT covers airfare and accommodations. After training, the role is remote, with occasional in-person meetings. Compensation includes: Salary: $50,000 per year. Benefits: Comprehensive package including health, dental, vision, and more You'll join a collaborative, entrepreneurial team that values trust, ownership, accountability, and execution, with the opportunity to build a long-term career as the organization continues to grow. What You'll Do Under the supervision of the Customer Concierge Manager, the duties and responsibilities of the Customer Concierge Specialist include, but are not limited to the following: Create an exceptional customer experience in every interaction, living our commitment to Customer Obsession each and every day. Respond promptly and professionally to customer inquiries by phone, email, and ticket, resolving the full concern on first contact whenever possible. Listen with empathy, communicate next steps, timelines, and outcomes clearly, and take ownership of every interaction until the customer's concern is resolved. Know YWT's protection programs inside and out, including cancellation processes, transfers, and regulatory requirements, so you can explain them in simple, customer-friendly language and guide customers on the documentation each request needs. Walk customers through new features, updates, and best practices with clarity and patience, and educate them on solutions, payment expectations, and timelines. Dig into root causes rather than symptoms, use sound judgement on when to escalate, and work with internal teams to resolve complex situations. Follow established SOPs and branded call standards, document every interaction accurately in our systems, and meet or exceed KPIs for response time, resolution time, and customer satisfaction. Work closely with the Customer Concierge Manager, take part in team workshops and ongoing training, and share feedback on common issues to improve our FAQs, knowledge base, and processes. What We're Looking For The ideal candidate possesses the following qualifications: Minimum two (2) years of customer service experience in a related field. A customer-focused mindset, with a professional, clear, and empathetic communication style. Strong communication, problem-solving, and conflict-resolution skills. An understanding of how automotive dealerships work day-to-day, including sales, service, F&I, and customer retention. Experience with automotive protection programs or insurance services is an asset. Strong proficiency with Microsoft 365 (Excel, Word, Teams, Outlook). Experience with CRM and ticketing systems or call centre operations is an asset. Ability to learn and retain complex product information and manage multiple priorities in a fast-paced environment, with high attention to detail. Strong organizational and time-management skills. Resides in British Columbia or Alberta, and can complete a minimum of one week of in-person training and attend occasional in-person meetings. Available Tuesday to Saturday, 10:00 AM to 6:00 PM PT (11:00 AM to 7:00 PM MT), with flexibility to work outside regular hours and adapt during peak service periods. Paid training period (up to 8 weeks): Mon–Fri, 9–5 PST Ready to Apply? Kindly forward your resume and cover letter outlining why you're a strong fit and what sets you apart via email to recruitment@e2rsolutions.com YWT Dealer Services welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. YWT Dealer Services is operated by Carwise Consulting Canada Inc. For more information, check us out online at www.ywt.ca

What you’ll do

Respond to customer inquiries by phone, email, and ticket, guiding customers through protection program questions, cancellations, transfers, and regulatory processes until their concerns are resolved. Document interactions, meet service KPIs, escalate complex issues appropriately, and collaborate with internal teams to improve customer resources and processes.

Requirements

Candidates need at least two years of related customer service experience, strong communication and problem-solving skills, and familiarity with automotive dealership operations; experience with protection programs, insurance, CRM, or ticketing systems is an asset. Applicants must live in British Columbia or Alberta, complete in-person training, work the stated Tuesday-to-Saturday schedule, and be proficient with Microsoft 365.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Conflict Resolution · Preferred
• Microsoft 365 · Preferred
• CRM Systems · Preferred
• Root Cause Analysis · Preferred
• Documentation · Preferred
• Time management · Preferred
• Attention to detail · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Empathetic Communication
• Problem-Solving
• Conflict Resolution
• Automotive Dealership Operations
• Automotive Protection Programs
• Insurance Services
• Microsoft 365
• CRM Systems
• Ticketing Systems
• Call Centre Operations
• Root Cause Analysis
• Documentation
• Time Management
• Attention to Detail
• Customer Retention

Job areas

• Customer Service & Support
• Retail
• Administrative