Claims Support Specialist

Smart AutoCare; Jacksonville (FL); On-site; USD 25,000 - 33,000; Full time

Job summary

Smart AutoCare is seeking a Claims Support Specialist to join our in-office claims center in Jacksonville, FL or Richardson, TX. You will assist customers and repair facilities with questions on contracts, coverage, status, and payments, delivering accurate information with strong attention to detail.

This full-time hourly role requires excellent communication, active listening, and the ability to manage multiple tasks while maintaining high customer satisfaction.

Qualifications

• High School diploma or equivalency.
• Proven customer support experience or client service background.
• Spanish language skills are a plus; strong communication is essential.

Responsibilities

• Handle high volume inbound calls from customers, dealers, and repair facilities about Auto Warranty claims and coverage.
• Review contracts to verify eligibility, terms, mileage limits, exclusions, waiting periods, and dates.
• Confirm financing and payment status to ensure contract is active before claim actions.
• Read adjuster notes to understand status, required docs, and authorization details.
• Update claim files, request information, send forms, or provide next steps per guidance.
• Explain coverage clearly based on contract language and findings.
• Provide timely claim status updates by reviewing notes and documents.
• Document all interactions in the claims system for accuracy.
• Follow procedures, communication standards, and regulatory guidelines.

Skills

Spanish bilingual

Phone handling

Active listening

Customer orientation

Time management

Communication skills

Education

High School diploma

Tools

Windows

Job description

Job Title: Claims Support Specialist

Department: Claims Administration

Pay Grade:
Choose Pay Grade

Overtime Eligibility:
Non-Exempt

Date:
November, 2025

Job Summary

The Claims Support Representative serves as the front line of our Auto Warranty Claims Call Center, assisting customers and repair facilities with questions related to contracts, coverage, claim status, and payments. This role requires strong communication skills, technical understanding, and attention to detail to deliver a positive experience and accurate information. This is a full-time, hourly, in-office position based in Richardson, TX or Jacksonville, FL.

Minimum Qualifications

Education

High School diploma or equivalency

Experience

Proven customer support experience or experience as a client service representative

Licensure, Certification, and/or Registration

N/A

Primary Job Functions

• Manage a high volume of inbound calls from customers, dealers, and repair facilities regarding Auto Warranty claims and coverage questions.
• Review Auto Warranty contracts to verify eligibility for coverage, including checking terms, mileage limits, exclusions, waiting periods, and effective dates.
• Confirm financing and payment status to ensure the contract is active and valid before proceeding with claim actions.
• Read and interpret adjuster notes to understand claim status, required documentation, pending actions, and authorization details.
• Take action based on adjuster direction by updating claim files, requesting additional information, sending forms, or providing next steps to the caller.
• Provide clear and accurate explanations regarding what is and is not covered, based on contract language and claim findings.
• Offer timely claim status updates by reviewing claim notes, uploaded documents, and all relevant system information.
• Handle customer and dealer concerns professionally, offering solutions, setting clear expectations, and escalating when appropriate.
• Document all interactions and updates thoroughly in the claims system to ensure accurate and complete claim records.
• Follow all Auto Warranty claims procedures, communication standards, and regulatory guidelines.
• Meet expectations related to quality, documentation accuracy, call handling, and customer satisfaction.

Periodic Job Functions

• Participate in any projects, reports, documentation, tasks or objectives assigned

Skills & Competencies Required

• Spanish fluency/Bilingual a plus
• Intermediate knowledge of Windows-based computer programs.
• Exceptional customer service and communication skills.
• Strong phone contact handling skills and active listening
• Customer Orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively