Customer Service - Jr. Claims Adjuster Auto - Remote

 

American Guardian Warranty Services, Inc. (“AGWS”), (an affiliate of The Reynolds and Reynolds Company ("Reynolds"), is and equal opportunity employer and promotes a healthy lifestyle by providing a non-smoking environment.

The Customer Service -Junior Claims Adjuster is a hybrid position for learning and performing the role of a low dollar telephone adjuster while continuing to perform the functions of a Customer Service Representative. The Junior Claims Adjuster will be utilized in both roles based on business needs at management’s discretion.

Required Education and Experience

• High School diploma or GED
• 2 or more years as a (automotive, truck and/or RV) mechanic within a service department, dealership, or independent shop or equivalent experience that would enable performance of the full scope of the position
• General knowledge of parts and repair costs for vehicles
• Demonstrated proficiency with MS Office products (Outlook, Word, Excel) and related software applications
• Ability to maneuver through multiple systems within a windows type environment

Preferred Education and Experience

• Prior experience as an Automotive Customer Service Representative
• Prior experience in the role of a Telephone Adjuster or similar with an Extended Warranty or Fleet Management Company
• Experienced in diagnosing auto, truck, boat, or RV mechanical failures
• Degree or certificate from an accredited service technician program
• Current ASE certifications
• Experience using vehicle tracking systems or databases
• Call center experience

Position Type/Expected Hours of Work

· Full-time position

· Standard days are Monday through Friday

· Standard hours are 40 hours per week (dependent on workload)

· Schedule flexibility will be allowed if pre-planned and approved

· Must be willing and have the ability to work additional hours during peak business needs and/or as requested

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

· Problem solving - the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

· Interpersonal Skills - the individual maintains confidentiality, remains open to others’ ideas, and exhibits willingness to try new things.

· Oral communication - the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills, and conducts meetings as required.

· Written Communication - the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.

· Planning/organizing - the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

· Quality control - the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.

· Adaptability - the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays, or unexpected events.

· Dependability - the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.

· Safety and security - the individual actively promotes and personally observes safety and security procedures and uses equipment and materials properly.

Customer Service Representative Responsibility:

Assist callers in the claim’s authorization process on vehicle mechanical repairs. Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. This position is primarily responsible for providing superior customer service for all internal and external customers through excellent communication utilizing in-depth knowledge of company products and services.

Customer Service Essential Functions

• Answer a large volume of inbound calls from contract holders, selling dealers and repair facilities in a timely manner
• Make outbound calls to customers and repair facilities for additional information
• Read and understand contract language
• Maintain knowledge of functional area and company policies and procedures
• Guide and instruct contract holders on repair and claims procedures
• Make use of problem solving/decision making skills to achieve the highest level of customer satisfaction to address issues and ensure effective and long-term resolution of disputes
• Return phone messages and emails within one business day
• Assist to create a new network of vendors for ancillary products
• Provide thorough, efficient, and accurate updates on computer system for each call
• Meet established goals for all metrics, including call quality and productivity

Junior Claims Adjuster Responsibility:

Authorizing low dollar vehicle service contract claims by investigating, evaluating, and negotiating minor to complex vehicle repair costs and to accurately determine coverage and liability.

Responsibilities include providing accurate benefit and adjustment amounts on claims to reach fair and efficient claims resolutions while managing costs in accordance with policies and procedures.

Junior Claim Adjuster Essential Functions

• Answer inbound calls for vehicle mechanical breakdown claim calls from all callers
• Provide information about claim processing and explain the different levels of contract coverage and terms
• Must be able to use good judgment and general repair best practices for claim resolutions
• Accurately establish, review, and authorize claims utilizing corporate data entry system
• Investigate and determine company liability based on cause of failure and vehicle coverage terms offered in vehicle service contracts as cost effectively as possible
• Use of other available means of evaluation of a vehicle repair claim, such as reading inspection reports and vehicle maintenance records as recommended by the vehicle’s manufacturer
• Promptly return telephone messages and emails within one business day
• Provide accurate updates on computer files for calls received
• Make use of problem solving/decision making skills to achieve the highest level of customer satisfaction and resolution of disputes
• Read, understand, and apply contract language
• Understanding of general automotive repair procedures and processes

Overall Essential Functions

• Address customer issues and ensure effective and long-term problem resolution
• Provide timely feedback to the company regarding service failures or customer concerns
• Communicate and resolve issues in a professional, timely and tactful manner while keeping leadership informed of employee concerns, issues, and problems
• Maintain ongoing two-way communication promoting professionalism, teamwork, positive employee morale, and outstanding customer service
• Build, strengthen, and maintain positive business relationships by establishing rapport with customers (agents, dealers, and internal personnel)
• Complete all other duties as required and/or necessary as requested by management
• Work collaboratively, problem solve, make recommendations, and implement process improvements
• Escalate concerns through the appropriate channels in accordance with policies and procedures
• Maintain a neat, clean, and organized work area
• Willingness to accept additional tasks, special projects, and other related duties and/or direction as assigned and work collaboratively with other AGWS Managers and staff
• Ability to work additional hours, evenings, weekends, and holidays to meet deadlines, company, and industry demands
• Interact with Management and guests presenting a polished and professional image in all settings

The duties listed above are not designed to cover or contain a comprehensive listing; they are intended only as illustrations of the various types of work that may be performed. The omission of specific duties, responsibilities and activities does not exclude them from the position; as they may change at any time with or without notice.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical setting:

• Call center

Schedule:

• 8 hour shift

Application Question(s):

• What are your salary expectations?

Education:

• High school or equivalent (Preferred)

Experience:

• Automotive repair: 1 year (Preferred)
• RV repair: 1 year (Preferred)
• Powersports repair: 1 year (Preferred)
• Customer service: 1 year (Preferred)
• Claims Adjusting: 1 year (Preferred)

Work Location: Remote

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