What are the responsibilities and job description for the Automotive Call Center Representative position at Dealer Owned Warranty Company?
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.
Position Overview
We are seeking an Automotive Call Center Representative with hands-on experience in the automotive industry to join our high-performing customer service team. The ideal candidate will have prior experience in an automotive call center, dealership service advisor, or BDC (Business Development Center) role and possess a strong understanding of automotive systems, repair processes, and warranty programs. This individual will serve as the primary point of contact for customers and repair facilities regarding warranty claims, ensuring a positive and efficient experience.
Key Responsibilities
- Respond promptly to inbound calls from customers, repair shops, and dealers regarding automotive warranty claims and service inquiries.
- Review claim details, coverage eligibility, and repair procedures in accordance with company policies.
- Assist customers in understanding their coverage, claim status, and next steps.
- Accurately document all interactions, updates, and claim information within the company’s CRM and claims management systems.
- Collaborate with internal claims adjusters and technical teams to ensure accurate and timely claim resolution.
- Provide professional, empathetic, and knowledgeable support to customers, maintaining high standards of service quality.
- Identify opportunities to improve claim processing efficiency or customer satisfaction.
- Adhere to departmental performance metrics including call handling time, quality assurance, and customer satisfaction targets.
Qualifications & Experience
- Minimum 2 years of experience in an automotive environment such as a call center, service advisor, or BDC role.
- Strong understanding of basic automotive systems, repair processes, and dealership operations.
- Automotive experience is required for this role, kindly do not apply if you do not have automotive experience on your resume.
- Prior experience handling warranty or service contract inquiries preferred.
- Excellent communication, problem-solving, and customer service skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Proficient in computer systems including CRM tools, Microsoft Office, and/or claims management platforms.
- High school diploma or equivalent required; additional automotive or technical training a plus.
Schedule: On-site Monday through Friday and some Saturdays working from home.
9AM - 5:30PM or 9:30AM - 6PM
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
Job Type: Full-time
Pay: $24.00 - $28.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $24 - $28