[Hiring] Bilingual Program Support Specialist @CNX

Role Description

As an EN/FR Bilingual Program Support Specialist, you will play a critical role in supporting program success through process excellence, cross-functional collaboration, and high-touch dealer support. In this hourly role, you will serve as a key resource for claims processing, escalations, reporting, and quality verification while working in a fast-paced environment that values initiative, accountability, and flexibility. This opportunity is ideal for a proactive, self-motivated professional who thrives both independently and as part of a collaborative team.

• Act as a Subject Matter Expert on program processes and procedures, providing guidance and support to the Senior Team Lead and team.
• Build and maintain strong working relationships with the Sr. TL and management team.
• Process, quality check, and escalate Money Back Guarantee claims.
• Follow up on and process Money Back Guarantee reinstatements after claim approval, including mechanical claims.
• Support outbound call campaigns and deliver white glove service to top dealers.
• Maintain forms and approval process charts to support operational consistency.
• Escalate program and operational issues to the management team with thoughtful recommendations and solutions.
• Document and communicate process or program issues clearly and effectively.
• Prepare and manage reports as needed to support business operations and decision-making.
• Review information with a strong analytical lens to ensure quality and accuracy.
• Use sound judgment to resolve issues, solve problems, and escalate appropriately.
• Manage multiple deliverables while meeting deadlines and timeline expectations.
• Identify and apply best practices to improve efficiency and effectiveness.
• Research and respond to dealer inquiries in a timely and professional manner.
• Work independently with minimal direction while remaining aligned with team goals.
• Adapt work schedules and priorities to accommodate changing business needs.
• Handle all responsibilities with a high degree of confidentiality.

Qualifications

• Are bilingual in English and French, with strong written and verbal communication skills in both languages.
• Demonstrate leadership capabilities and a strong corporate team-player mindset.
• Can collaborate effectively with internal departments to support program success.
• Are self-motivated, proactive, and able to manage work independently.
• Thrive in both independent and team-based environments.
• Have strong organizational skills and can manage multiple priorities at once.
• Expert in utilizing complex Microsoft Excel functions, pivot tables, VLOOKUP/XLOOKUP, and power formulas to transform raw, unstructured operational data into actionable business intelligence.
• Proven ability to design, automate, and maintain comprehensive performance dashboards and operational reports to monitor KPI trends, track agent productivity, and evaluate program efficiency.
• Highly adept at troubleshooting calculation errors, auditing large datasets, establishing rigorous data validation standards, and ensuring 100% data accuracy across cross-functional reports.
• Skilled in leveraging tools like Power Query and advanced Excel data models to streamline manual reporting workflows, dramatically reducing turnaround time for recurring business reviews.
• Bring strong problem-solving skills and know when to escalate issues appropriately.
• Have experience reviewing work for quality, accuracy, and completeness.
• Can maintain confidentiality and professionalism in all aspects of the role.
• Are flexible and able to adapt to changing schedules, assignments, and business needs.
• Are comfortable working within deadlines and deliverable-driven environments.

Requirements

• Have prior experience in the automotive sector supporting claims processing, escalations, or dealer-facing operations.
• Have managed the manufacturing, quality assurance, and operational support of high-pressure hydraulic fracturing equipment, ensuring compliance with industry standards, product reliability, safety requirements, and continuous process improvement in demanding oil and gas environments.
• Bring reporting or data review experience in a quality-focused environment.
• Have experience providing high-touch or white glove customer or partner support.
• Are familiar with process documentation and maintaining operational forms or approval trackers.

Benefits

• The base salary range for this position is $24.8–$31 hourly (pay rate will not be below applicable minimum wage), plus incentives that align with individual and company performance.
• Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, registered retirement savings plan, paid time off and holidays, and paid learning days.