Automotive Claims Representative

Fully Remote Job

About the role

The organization operates in the customer service industry, specializing in automotive claims support. It addresses the challenge of efficiently managing extended service contract claims and customer interactions across various dealerships and repair facilities. The company provides multi-channel service solutions designed to enhance customer loyalty and satisfaction on a broad scale.

The Automotive Claims Representative plays a key role in adjudicating automotive claims related to extended service contracts. This position is responsible for managing inbound customer and dealer inquiries, verifying contract coverage, authorizing repairs, and ensuring claims are handled accurately and professionally. The role contributes to maintaining high service standards and customer satisfaction within the automotive claims process.

Responsibilities

• Analyze repair shop claim information to determine contract coverage
• Communicate confidently about extended service products and approval processes
• Use web-based technical service information to complete claim adjudication
• Establish rapport and portray knowledgeable, courteous service
• Negotiate part pricing and labor allowances when required
• Verify cause of failure and coverage eligibility using probing questions
• Identify coverage issues related to warranties or pre-existing conditions
• Request additional documentation such as digital photos or inspections when needed
• Log all customer contacts accurately for historical reference
• Escalate customer inquiries and concerns appropriately
• Meet or exceed program-specific performance metrics
• Continuously improve call handling, system knowledge, and communication skills
• Support a positive team environment and respond constructively to feedback
• Participate in projects and activities as assigned by management

Requirements

• High school diploma or equivalent
• Minimum 2-3 years of customer service experience
• Preferred: Minimum 1 year recent experience as an automotive technician in powertrain or body/chassis/electrical diagnostics and repair, or equivalent training

Pay

• Hourly rate of $16.50 per hour
• Health, dental, vision, and life insurance
• Flexible Spending Account and Health Savings Account
• 401(k) retirement plan
• Vacation, sick time, and paid holidays
• Tuition reimbursement
• Employee assistance and discount programs
• Training and development programs
• Employee rewards program

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Tuition assistance