Customer Support Specialist (Parsippany)

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 Support Specialist to join our dynamic team. This role is essential in providing exceptional support and call center service to our contract holders in the service contract and automotive F&I claims department. 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 advance 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.
• 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.

Qualifications

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

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.