Vehicle Service Contract Adjuster I (On-Site Position)

Job Title:

Vehicle Service Contract Adjuster I

ADP Job Code:

VSCADJ1

Department:

Claims & Customer Service

Reports to:

Supervisor, Claims

FLSA Status:

Non-Exempt (Hourly)

Grade:

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Salary Band:

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Updated:

4/27/2022

Applicants must live in Georgia, Ohio or Florida and live a commutable distance to our offices listed below.

• 6010 Atlantic Blvd, Norcross, GA 30071
• 440 Polaris Parkway, Suite 250, Westerville, OH 43082
• 208 Ponte Vedra Beach Drive, Ponte Vedra Beach, FL 30215

Summary

As a VSC Adjuster I, you will provide world-class customer service and claims adjudication services as per each contract’s terms and conditions. This position requires excellent customer service skills. Successful Adjusters have several career progression levels available to them, increasing in pay and responsibility.

• 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.

Education and Experience

• 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

Skills

• 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 accommodation 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.

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.