Claims Adjuster, Mechanical Operations

2 months ago

Arvada, United States Sonsio Full time
Job DescriptionJob Description

SONSIO, LLC

POSITION DESCRIPTION

Title:  Claims Adjuster, Mechanical Operations, L1

Reports To:                    Supervisor, Mechanical OperationsFLSA Status:                  Non-Exempt

Last Revised:                 06/18/2024

As a Claims Adjuster, Mechanical Operations, L1 your essential job functions will include the following:

Customer Support

Answer and respond to incoming customer inquiries (via online chat, email, and incoming/outbound phone calls), resolving issues, and providing accurate information across all lines of service.

  • Achieve and maintain a target of answering 80% of incoming calls within specified service level agreements.
  • Provide exceptional customer service and friendly, knowledgeable, and prompt support for internal and external customers by addressing and resolving customer inquiries, issues, and complaints via phone, email, chat, or other communication channels.
  • Process a minimum of 5-7 claims per hour on all programs.

Knowledge and Continuous Improvement

  • Demonstrate experience as a mechanic or customer service representative in the mechanical field.
  • Develop and maintain a thorough understanding of the company's products, services, policies, service agreements, guidelines, and procedures.
  • Identify opportunities for process improvement, efficiency enhancement, and service optimization.
  • Participate in training, workshops, and development programs to enhance skills, knowledge, and performance in customer care operations.
  • Utilize analytical and problem-solving skills to identify, analyze, and resolve customer issues, challenges, and concerns effectively.

Team Collaboration and Time Management

  • Collaborate effectively with other teams’ members, other departments as well to coordinate customer support efforts and resolve issues.
  • Communicate professionally, and empathetically with team members and customers to ensure a positive and cohesive work environment.
  • Manage multiple tasks, inquiries, and responsibilities simultaneously while maintaining attention to detail and scheduling repair appointments timely.
  • Prioritize workload effectively and adapt to changing priorities, customer needs, and business demands in a fast-paced and dynamic environment.

Process Adherence and Compliance

  • Adhere to company policies, procedures, and service standards to ensure consistency, quality, and compliance in customer care operations.
  • Stay informed and updated on regulations, guidelines, and best practices related to service operation.
  • Process and complete claims; ensuring accuracy, efficiency, and compliance with company policies and regulatory requirements.
  • Achieve or exceed an average of 85% on the quarterly Quality Assurance scorecard.
  • Provide detailed notes to of customer interactions, inquiries, resolutions, and all other necessary information needed in a claim.
  • Process online claims, Roadside Assistance claims, upload faxes and emails, and adjudicate claims.

Other Duties as Assigned

Position Requirements

  • Mechanic knowledge and experience (Prior experience in claims processing is a plus)
  • Minimum 1-2 years of experience in customer service, preferably in a call center environment. High School Diploma. Associate or bachelor’s degree preferred.
  • Proficiency in using Microsoft Office tools (Outlook, Word, Excel) is preferred.
  • Ability to navigate multiple computer systems while interacting with customers.
  • Excellent verbal and written communication skills.
  • Strong customer service orientation with a focus on providing exceptional customer experiences.
  • Ability to handle difficult or sensitive situations with empathy and professionalism.
  • Strong organizational and time management skills with the ability to multitask and prioritize workload effectively.
  • Strong analytical and problem-solving skills.
  • High level of accuracy and attention to detail in processing claims and customer information.
  • Ability to follow procedures and guidelines to ensure compliance and accuracy.
  • Ability to work effectively as part of a team and collaborate with colleagues and other departments.
  • Ability to adapt to changes, learn quickly, and work effectively in a dynamic and evolving environment.

Competencies Required

  • Agility
  • Attention to Detail
  • Communication
  • Collaboration
  • Customer Focus
  • Critical Thinking
  • Decision Quality
  • Empathy
  • Learning Agility
  • Persistence
  • Priority Setting
  • Results Orientation
  • Influence
  • Conflict Management

Physical Job Requirements

  • Sit for long periods of time.
  • Continuous viewing from and inputting data to a computer screen.
  • Talk on a telephone for extended periods of time.

Drug Policy

Sonsio LLC is a drug-free environment.  All applicants being considered for employment must pass a pre-employment drug screening before beginning work.

Company DescriptionWith a comprehensive lineup of Vehicle Protection plans, Sonsio offers industry-leading Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and other critical consumer services. Sonsio Vehicle Protection is committed to innovation and excellent customer service. Since our inception in 1984, Sonsio has been a leader in the automotive industry—serving more than 74,000 dealerships, F&I service providers, manufacturers, insurance companies, parts suppliers, retail chains, and many independent retailers across all 50 states, Canada, and Puerto Rico.

With positions ranging from marketing and sales to product development and customer service, we actively recruit and welcome hardworking, talented, and dedicated individuals who will contribute their time, energy, and brainpower to help us continually improve the products we bring to market and the service we provide to our customers.

Sonsio employees can expect competitive wages and benefits, and a collaborative, team-minded atmosphere that actively supports personal and professional growth.Company DescriptionWith a comprehensive lineup of Vehicle Protection plans, Sonsio offers industry-leading Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and other critical consumer services. Sonsio Vehicle Protection is committed to innovation and excellent customer service. Since our inception in 1984, Sonsio has been a leader in the automotive industry—serving more than 74,000 dealerships, F&I service providers, manufacturers, insurance companies, parts suppliers, retail chains, and many independent retailers across all 50 states, Canada, and Puerto Rico.\r
\r
With positions ranging from marketing and sales to product development and customer service, we actively recruit and welcome hardworking, talented, and dedicated individuals who will contribute their time, energy, and brainpower to help us continually improve the products we bring to market and the service we provide to our customers.\r
\r
Sonsio employees can expect competitive wages and benefits, and a collaborative, team-minded atmosphere that actively supports personal and professional growth.

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