Claims Processor

Description

Alloy Wheel Repair Specialists is looking for a motivated and dependable Claims Customer Service Representative to join our Corporate Claims Department! AWRS is a leader in automotive wheel repair and replacement services, supporting dealerships, insurance providers, warranty administrators, and customers through our nationwide repair network. Our Claims Department is the central hub connecting our national accounts, technicians, repair facilities, and customers. We're looking for someone who can think on their feet, communicate confidently, manage multiple priorities, and deliver exceptional service while keeping claims organized and moving forward. This isn't your average customer service position! You'll play an important role in coordinating automotive repair claims from initial submission through final resolution. What You'll Be Doing Claims Intake & Processing

• Receive, review, and acknowledge incoming automotive repair claims through email, phone, and online platforms.
• Create and assign claim numbers, ensuring accurate information is entered into internal management systems.
• Review claim submissions for necessary details, including vehicle information, VIN, damage location, wheel position, photos, and requested services.
• Identify missing or incomplete information and proactively communicate with the appropriate parties.
• Prioritize incoming requests based on urgency, customer expectations, and contractual requirements.
• Maintain accurate claim records, documentation, status updates, and follow-up notes throughout the claims process.

Repair Coordination & Dispatch

• Coordinate repair requests with our nationwide network of AWRS technicians, franchisees, and repair facilities.
• Identify the appropriate service location based on geographic coverage, technician availability, and repair capabilities.
• Dispatch repair requests with complete and accurate instructions, customer information, and special handling requirements.
• Coordinate scheduling and communication between technicians, customers, dealerships, and warranty providers.
• Monitor outstanding dispatches, confirm receipt, and follow up to help ensure timely service.
• Assist with identifying alternative repair solutions when service availability or repair capabilities are limited.

Insurance, Warranty & National Account Support

• Serve as a primary point of contact for insurance companies, third-party administrators (TPAs), dealerships, and national account partners.
• Communicate claim updates, repair recommendations, additional information requests, and service-related concerns.
• Coordinate required inspections, repair estimates, damage photos, and supporting documentation for claim review.
• Track pending authorizations and ensure repairs requiring approval are not performed before authorization is received.
• Communicate repair limitations, non-repairable conditions, replacement recommendations, and additional service requirements.
• Support claim resolution by coordinating between internal teams, service providers, and account representatives.

Customer Service & Issue Resolution

• Professionally manage inbound and outbound phone calls, emails, and service inquiries.
• Provide clear, accurate, and timely updates regarding claim status, scheduling, repair approvals, and service completion.
• Troubleshoot scheduling conflicts, service delays, incomplete submissions, and other claim-related concerns.
• Identify situations requiring management assistance and escalate appropriately.
• Build strong working relationships with our technicians, franchisees, national account partners, and internal departments.
• Help ensure a positive customer experience from the initial claim request through completion.

Administrative Support & Claim Follow-Up

• Maintain detailed records and accurate claim status information in internal systems.
• Monitor pending claims, outstanding documentation, approvals, and incomplete repair requests.
• Verify that required repair documentation has been received and properly recorded.
• Coordinate claim completion details and supporting information with billing, accounting, and replacement departments.
• Assist with daily reporting, claim reconciliation, and internal process improvements.
• Support special projects and additional department initiatives as needed.

What We're Looking For

Our ideal candidate is someone who:

• Has excellent verbal and written communication skills.
• Is highly organized and comfortable managing multiple tasks simultaneously.
• Pays close attention to detail and understands the importance of accurate documentation.
• Is proactive, resourceful, and comfortable following up to get things done.
• Can remain calm, professional, and solution-focused under pressure.
• Is confident communicating with customers, technicians, and business partners.
• Is comfortable navigating multiple computer systems, email platforms, and phone systems.
• Works well independently while contributing to a collaborative team environment.
• Is dependable, accountable, and willing to learn new processes.
• Has a positive attitude and takes pride in providing excellent service.

Requirements

Qualifications

• Previous customer service, administrative, dispatch, or claims processing experience preferred.
• Strong computer skills, including Microsoft Outlook, Excel, and general data entry.
• Excellent multitasking, time-management, and organizational skills.
• Ability to communicate professionally by phone and email.
• Experience in automotive services, insurance claims, warranty administration, or repair coordination is a plus, but not required.
• Familiarity with CRM systems, dispatch software, or claims management platforms is beneficial.
• Ability to learn automotive terminology, repair procedures, and account-specific claim requirements.

Automotive experience is a bonus, but a strong work ethic, attention to detail, and willingness to learn are what matter most!Why Join AWRS?At AWRS, you'll be part of a team that plays a critical role in supporting automotive repair services nationwide.This position offers the opportunity to develop valuable experience in automotive claims administration, national account servicing, repair coordination, and operational support.We're looking for someone who wants to be more than just another voice answering the phone. We want a team member who takes ownership, builds relationships, solves problems, and helps make our department better every day.Ready to put your organizational skills and problem-solving abilities to work? We'd love to hear from you!