Customer Service Advocate

7 days ago


St Louis, Missouri, United States Enterprise Mobility Inc Full time
Job Summary

Enterprise Mobility Inc is seeking a highly skilled Claims Support Specialist to join our team. As a Claims Support Specialist, you will serve as the primary point of contact for our clients and groups, handling the entire lifecycle of an auto damage claim from first notice of loss through resolution.

Key Responsibilities
  • Act as the main point of contact for Fleet Management customers and groups, providing exceptional customer service and support.
  • Communicate with clients and groups regarding initial claim reports, body shop referrals, rental reservation needs, and ongoing follow-up.
  • Handle inbound and outbound communication, including phone calls, emails, and other correspondence.
  • Refer clients to approved body shops and arrange for tows and rentals, with continuous follow-up throughout the repair process.
  • Extend substitute rentals and finalize bills for payment as needed.
  • Follow up with repair shops to confirm arrival of vehicles, repair time calculation, and validation of downtime.
  • Identify damaged aftermarket equipment and ensure it is repaired properly through appropriate vendors.
  • Communicate claims status with clients and groups, including recovery efforts, repair, and rental status.
  • Understand lease type, term, book, and market value for client and group claim-specific discussions.
  • Discuss cycle and total loss claims with group personnel and clients.
  • Participate in and lead prospect calls and customer training upon request.
  • Communicate loss history with group personnel as needed.
  • Research and communicate billing questions, errors, and concerns as needed.
  • Handle after-hour payments for release of vehicles upon request.
Requirements
  • Must live in the St. Louis Metropolitan area.
  • Must have a Bachelor's Degree with 2+ years of experience in client communication support, demonstrating success in conducting difficult conversations, and negotiating problem/conflict resolutions.
  • Previous risk management, claims, or insurance industry experience is preferred.
  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
Competency-Based Qualifications
  • Analyzing
  • Communication
  • Customer Service
  • Detail-Oriented
  • Ethics and Values
  • Executing
  • Flexibility
Work from Home (WFH) Requirements
  • Must have reliable and consistent high-speed internet access provided by a terrestrial cable or fiber provider (no DSL or satellite).
  • High-speed Internet connection with a minimum validated upload speed of 5Mb and download speed of 25Mb is required. Connection latency must be less than 100ms.


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