Mechanical Claims Adjuster

The ideal candidate will support the accurate processing and adjudication of mechanical vehicle service contract claims while delivering excellent customer service. This position will handle inbound claim calls and electronic inquiries, review repair information, determine claim eligibility and coverage, validate parts and labor, authorize repairs within established guidelines, and ensure all claim activity is accurately documented.

Responsibilities

• Handle inbound mechanical claim calls and electronic claim inquiries
• Review claim documentation, emails, and faxes to ensure all required information is received
• Validate claim eligibility and determine whether vehicle repairs are covered under the applicable service contract
• Review repair details, parts, labor, pricing, and related claim information
• Negotiate parts and labor when appropriate within established processes and contract requirements
• Authorize covered repairs within assigned authority limits
• Provide claim authorization and payment information to repair facilities
• Clearly explain claim decisions, coverage requirements, or denials to customers and repair facilities
• Work with repair facilities, vendors, and internal partners on parts, pricing, availability, inspections, and other claim-related needs
• Document customer interactions, claim decisions, and follow-up activity in the system of record
• Attach, index, and maintain supporting claim documentation accurately
• Respond to follow-up inquiries and send outbound communications as required
• Manage voicemail messages and provide appropriate follow-up
• Maintain productivity, accuracy, and customer service standards
• Assist with additional administrative, claims, and process improvement activities as assigned

Qualifications

• 2 years of experience in automotive repair, automotive service advising, automotive parts, collision repair, or a related automotive environment
• 2 years of customer service experience
• Strong understanding of vehicle repair, parts, labor, and automotive service processes
• Experience handling inbound customer calls or working in a phone-queue/call-center environment
• Strong communication and interpersonal skills with the ability to explain decisions clearly and professionally
• Comfortable reviewing repair information, identifying discrepancies, and making accurate decisions
• Proficient with Microsoft Office, including Outlook
• Strong attention to detail, organization, and documentation skills
• Proactive, self-motivated, and goal-oriented approach
• Ability to learn new systems, processes, and automotive claims procedures
• Strong team-oriented mindset with a commitment to customer service excellence

Preferred Qualifications

• 1 year of claims, warranty, VSC, administrative, or inbound call center experience
• Experience with vehicle service contracts (VSC), warranty claims, or mechanical claims
• Automotive dealership experience
• Automotive parts experience
• Collision repair or collision estimating experience
• Automotive technical certifications or industry credentials
• Associate degree or higher
• Bilingual English/Spanish skills