What are the responsibilities and job description for the Customer Service Specialist position at DOWC?
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” four years in a row!), and we also offer award-winning products.
Customer Support Professional - Job Summary
At DOWC, we are committed to delivering exceptional service to our customers and dealer partners across the automotive industry. We are seeking a bilingual Customer Support Professional who thrives in a fast-paced call center environment and takes pride in resolving issues with accuracy, empathy, and professionalism. This role is ideal for a customer service professional who enjoys problem-solving, working with structured processes, and being part of a collaborative, performance-driven team.
What You’ll Do:
As a Customer Support Professional, you will serve as a key point of contact for customers calling with warranty-related questions and claims. Your responsibilities will include:
- Answering inbound customer calls in a high-volume call center environment
- Assisting customers with automotive warranty claims, coverage questions, and general inquiries
- Accurately documenting call details, claim information, and resolutions in internal systems
- Researching policy information and providing clear, compliant explanations to customers
- Resolving customer concerns efficiently while maintaining a positive and professional tone
- Escalating complex or unresolved issues appropriately and following through to resolution
- Meeting or exceeding quality, productivity, and attendance standards
- Collaborating with team members and leadership to continuously improve the customer experience
What We’re Looking For:
- Minimum of 2 years of experience in a customer service environment (call center highly preferred)
- Bilingual in Spanish and English professional language is required
- Strong verbal communication and active listening skills
- Excellent customer service and problem resolution capabilities
- Ability to handle a high call volume while remaining calm and customer-focused
- Excellent attention to detail and ability to follow structured processes
- Comfortable navigating multiple systems and documenting information accurately
- Professional, reliable, and solution-oriented mindset
- Empathic and compassionate communication style
- Automotive, insurance, warranty, or claims experience is a plus (but not required)
Shift Hours: 8:30AM - 5PM in Parsippany
Come join our growing team here in Parsippany! As NJ's Best Places to Work Honoree for four years in a row, we offer:
- Competitive compensation
- PTO and Sick Time
- Medical, Dental, Vision, 401k matching, Life Insurance, ancillary benefits
- Full-service cafeteria on-site serving breakfast and lunch from an exclusive private chef
- Corporate events, team and culture building activities, extracurriculars, 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