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DOWC · 14 hours ago

Claims Representative

Parsippany, NJ

Full-time

Onsite

Entry, Mid Level

$52K/yr - $60K/yr

2+ years exp

Dealer Owned Warranty Company LLC is a leading provider of F&I partnership services in the automotive industry. The Claims Representative role is essential in providing exceptional customer support to contract holders related to warranty claims, ensuring a high level of satisfaction and effective issue resolution.

IndustrialIndustrial EngineeringManufacturingService Industry

Growth Opportunities

Responsibilities

Provide outstanding customer support via phone, email, and chat related to claims inquiries

Handle a high volume of inbound calls with a minimum of 40 calls answered per day

Assist contract holders with inquiries regarding products and services, ensuring a high level of satisfaction pertaining to our contract guidelines

Accurately log and track customer issues, inquiries, and requests in the incident management system from identification through resolution

Deliver timely and reliable roadside assistance to customers in need

Process payments accurately and efficiently to ensure a smooth customer experience

Communicate effectively with team members and customers to resolve issues promptly

Handle simple claims and troubleshoot basic to intermediate product or service issues

Connect and triage customers calling in for a claim with the appropriate mechanical claims analysts

Demonstrate excellent phone etiquette while handling client interactions

Collaborate internal departments to streamline customer services with adherence to SLAs

Maintain a queue of ongoing support tasks and resolve all customer issues in a high-priority manner

Proactively communicate with leadership to escalate any issues for immediate resolution

Create a positive support experience through active listening, problem-solving, and professional communication

Analyze information and process documents to resolve issues prior to escalation

Develop product knowledge to become a subject matter expert and confidently address customer concerns

Participate in further training sessions to enhance product knowledge and service skills

Qualification

Customer service experienceInsurance claims knowledgeCommunication skillsData entry proficiencyMS Office familiarityAttention to detailProblem-solving skillsTeam collaborationOrganizational skillsCustomer-first attitude