Job Description

About Us

Dealer Owned Warranty Company LLC is a leading provider of F&I (Finance and Insurance) partnership services in the automotive industry, offering a full suite of obligor and administrator services, top-of-the-line products, technology, and training. We understand the importance of leveraging process and technology in the F&I industry to drive revenue and ensure success. Our goal is to provide visibility, transparency, and the tools needed for our partners to build their wealth and achieve their goals. DOWC prides itself on taking care of its employees (We were voted one of the “Best Places to Work” three years in a row!), and we also offer award-winning products. All of our positions are fully on-site in Parsippany, NJ.

Overview

We are seeking a dedicated and motivated Claims Representative to join our dynamic team. This role is essential in providing exceptional customer support to our contract holders related to warranty claims. The ideal candidate will possess strong communication skills, professional phone etiquette, a keen attention to detail, a love for customer service, excellent problem resolution, and the ability to work effectively in a fast-paced and high-volume environment. This person will be solution-oriented and eager to learn a complex business. Opportunities for advancement within the department with training provided.

Job Duties:

• 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.
• Adjudicate 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.

Qualifications

• Minimum of 2+ years as a claims adjuster or role in a customer service/call center environment.
• Proven experience handling a high volume of inbound customer calls.
• Insurance claims or automotive industry highly preferred.
• Ability to resolve escalated issues with a sense of urgency.
• Strong business acumen with the ability to identify customer needs and recommend appropriate solutions.
• Excellent communication skills, both verbal and written.
• Proficiency in data entry and familiarity with MS office software applications.
• Ability to work independently as well as part of a team in a collaborative environment.
• Strong organizational skills with an emphasis on attention to detail.
• Superior sense of urgency and ability to complete tasks in a timely manner.
• Strong customer-first attitude and relationship building skills.

Come join our growing team here in Parsippany! As NJ's Best Places to Work Honoree for three years in a row, we offer:

• Competitive compensation
• Medical, Dental, Vision, 401k matching, Life Insurance, medical expense card
• PTO and Sick Time
• Corporate events, team and culture building activities, employee awards and recognition, company trips and more!

DOWC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact us for assistance.

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