Resolution Support Specialist

June 28, 2024
Closing Date
Closing Date: July 13, 2024

Who is OMVIC?

OMVIC (Ontario Motor Vehicle Industry Council) is Ontario’s vehicle sales regulator. OMVIC enforces the Motor Vehicle Dealers Act and other consumer protection statutes for the Ministry of Public and Business Service Delivery. OMVIC’s mandate and role is to maintain a fair and informed marketplace by protecting the rights of consumers, enhancing industry professionalism and ensuring fair, honest and open competition for registered motor vehicle dealers. This is achieved by maintaining strict dealer/salesperson registration requirements; inspecting all Ontario dealers (new and used); providing free complaint handling to consumers; developing/delivering consumer and dealer education/awareness programs; and investigating and prosecuting industry non-compliance and illegal sales (curbsiding).

What we offer:

OMVIC is made up of dedicated and hard-working individuals who take pride in the work they do each day to ensure that our mandate is being met. It is this great group of people that create a team atmosphere that is comfortable, friendly, and open which works to foster the team spirit.


  • Deal with customer complaints (via phone, fax, email) in accordance with Motor Vehicle Dealers Act (MVDA).
  • Analyze complaints for potential administrative concerns/legislative breaches and resolve customer issues in order to meet and exceed customer satisfaction.
  • Continued commitment to high standards of service, exceeding Customer expectations and leading by example.
  • Adhere to corporate and departmental policies and procedures.
  • Ensure all customer inquiries are addressed and handled professionally
  • Act as an agent of conflict resolution, negotiation, and objection handling.
  • Communicate changes in policy, procedures, services, or any other information that may affect the customers.
  • Maintain a strong working knowledge of the Motor Vehicle Dealers Act and related consumer protection legislation including, but not limited to, the Consumer Protection Act, the Sale of Goods Act, the Repair and Storage Liens Act and the Personal Property Security Registration Act.
  • Maintain detailed records of the status of all customer complaints including making notes in the Intraweb system and filing of documents and correspondence. This information may be used as evidence in disciplinary hearings, investigations or registration hearings.   Accuracy and attention to detail is vital.
  • Prepare correspondence regarding ongoing complaints with minimal supervision
  • Act as a witness at disciplinary hearings or hearings involving proposals to refuse, revoke or suspend registration
  • Participate in team meetings. Contribute suggestions, advice and input regarding complaints issues and procedures.
  • Share successes and foster an atmosphere of success.
  • Performs other duties as required.


  • High school diploma or GED required and/or 5+ years relevant work experience
  • Strong customer service and troubleshooting skills.
  • Able to work well under pressure
  • Strong attention to detail
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
  • Proven data entry, data editing and typing skills.
  • Experience in all aspects of customer service and people management.
  • Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
  • Able to respond quickly in a dynamic and changing environment.
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
  • Able to effectively communicate both verbally and in writing.
  • Strong organizational skills
  • Strong work ethic and positive team attitude.

We respectfully thank all applicants for their interest in working at OMVIC. However, we will only contact those meeting the qualifications for an interview.

OMVIC fosters an environment that respects people’s dignity, ideas and beliefs, thereby working to ensure diversity, equality and inclusion and has been committed to and will continue advocating for an environment where all persons are treated with fairness, dignity, and respect. OMVIC is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), ensuring that all individuals are treated with dignity and respect. Should you require accommodation for disability during any stage of the recruitment process, please notify the Human Resources department.

How to apply

If you are interested in the position, please submit a cover letter and resume, highlighting the position title to the attention of Human Resources no later than July 12, 2024, at 5:00 pm, to Email: [email protected]