Vehicle Service Contract Adjuster I

• Conducts thorough claims coverage investigations which includes, but is not limited to; verifying contract information to determine if eligible for coverage, recalls, claims history, cause and extent of failure, service history applicability, other warranties, etc.
• Determines appropriate method of repair based on each claim’s individual circumstances.
• Accurately calculate repair costs.
• Appropriately applies contract terms, conditions and coverage to all claims.
• Negotiates prices for labor and parts when appropriate.
• Authorize or decline repairs, towing, lodging and rental in accordance with contract language.
• Ensure timely, accurate, and consistent file documentation.
• Monitor call queues and ensure ACD group availability through proper time management.
• Address customer issues/concerns/complaints in an exemplary and timely manner.
• Use flat rate manuals as applicable for parts and labor verification.
• Apply contract terms, conditions, and coverage to all claims and clearly and concisely document that information in each claim.

• High School Diploma or GED
• 1 -2 years of work experience handling customer service requests (call center, service advisor, tire mechanic, or similar) with proven ability to multitask
• ASE or manufacturer certification preferred but not required

• To perform this job successfully, an individual must possess superior organizational and customer service skills, automotive repair and claims technical knowledge.
• Excellent negotiation, verbal and written communication skills.
• Sound critical thinking skills with the ability to define problems, collect data, establish facts and draw valid conclusions based on the totality of the information.
• Proficient mathematical skills.
• Demonstrated proficiency with typing, computer software including Microsoft Office, Microsoft Outlook and all internal and external claims processing systems and resources.
• Must maintain a high level of accuracy and provide follow-through on projects.
• Requires the ability to maintain confidential information and work independently and as a member of a team.
• The requirements listed above are representative of the knowledge, skill, and/or ability required.

Physical Demands

While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. Job requires constant and reliable highspeed internet connection.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position.

Employee____Click or tap here to enter text.______ Date__Click or tap to enter a date._____

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.