Customer Experience & Claims Investigator

National Pride Equipment Car Wash Superstore; Mansfield (OH); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Competitive pay

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) plan

Paid time off

Continuing education reimbursement

Job summary

Ohio Car Wash Holdings, LLC is seeking a detail-oriented and highly organized Customer Experience & Claims Specialist to join our Customer Experience & Claims Department in Mansfield, OH. This full-time role supports the investigation, documentation, tracking, and resolution of customer experience reports and property damage claims across our growing portfolio of car wash locations.

The ideal candidate is comfortable reviewing detailed information, communicating with customers and site

Qualifications

• High school diploma or equivalent required.
• Strong attention to detail and investigative/problem-solving skills.
• Excellent written and verbal communication.
• Ability to remain professional during difficult customer interactions.
• Strong organization and follow-through.
• Ability to manage multiple cases and priorities simultaneously.
• Sound judgment and ability to apply policies consistently.
• Comfortable reviewing video footage, photographs, reports, and other documentation.
• Proficiency with computers and the ability to learn multiple software systems.

Responsibilities

• Review and investigate Customer Experience Reports (CERs) and Property Damage Reports (PDRs).
• Review photos, video footage, customer documentation, site information, and other available evidence as part of claim investigations.
• Communicate professionally with customers regarding claim status, documentation needs, and determinations.
• Work with site managers and operational leadership to obtain information needed to complete investigations.
• Maintain accurate and thorough documentation throughout the claim process.
• Track open claims and follow up to ensure timely resolution.
• Assist with property damage reimbursement and recovery efforts.
• Prepare and maintain claim-related records, correspondence, releases, and supporting documentation.
• Apply company policies and damage limitations consistently when reviewing customer concerns.
• Identify claims requiring escalation to the Customer Experience & Claims Manager.
• Assist with department audits, reporting, and other Customer Experience & Claims initiatives.
• Support Customer Service operations as needed.

Skills

Attention to detail

Investigative skills

Written communication

Verbal communication

Organization

Multitasking

Judgment and policy application

Video/photo/document review

Computer proficiency

Education

High school diploma or equivalent

Job description

Ohio Car Wash Holdings, LLC is seeking a detail-oriented and highly organized Customer Experience & Claims Specialist to join our Customer Experience & Claims Department in Mansfield, OH. This full-time role supports the investigation, documentation, tracking, and resolution of customer experience reports and property damage claims across our growing portfolio of car wash locations.

The ideal candidate is comfortable reviewing detailed information, communicating with customers and site