Damage Claims Specialist

Rocket Carwash; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

Rocket Carwash is expanding rapidly and seeks a Claims Specialist who will safeguard guest experiences and support operational excellence. You will own the end-to-end claims process with accuracy, empathy, and professionalism in a fast-paced setting.

The role requires sound judgment, attention to detail, and strong communication to navigate challenging situations while collaborating across departments to protect guests and uphold service standards.

Qualifications

• 2+ years of customer service or claims handling experience preferred.
• Demonstrated ability to use sound judgement in decision-making.
• Strong written and verbal communication skills.

Responsibilities

• Monitor all claims submitted from the customer and Site Leadership through the Jolt damage claim process for new claims.
• Provide personalized, caring, and efficient customer interactions.
• Handle all assigned claims promptly and effectively in alignment with established processes.
• Make educated decisions on customer claims using Rocket Carwash’s claims guidelines.
• Respond to new claims with 24 hours of claim.
• Act as the customers Point of contact for claims and contact them with next steps in a timely manner.
• Review site specific footage via video and photographic validation to investigate and document claims.
• Track, monitor, and work all claims through final resolution with customers.

Skills

Customer service

Claims handling

Communication

Attention to detail

Judgment

Tools

CRM software

Job description

Rocket Carwash is reaching new heights with an electrifying pace of expansion! By joining Rocket Carwash, you'll collaborate with a team that reshapes industry benchmarks. We're not just disrupting the industry; we're setting a new standard. Our exceptional growth is a testament to our team's unwavering dedication. Our success is a result of our people, rooted in relentless energy, positivity, and a customer-centric approach, continuously innovating to set us apart. Experience a realm where the boundaries of personal and professional growth simply do not exist!

As a Claims Specialist, you will play a critical role in protecting the guest experience and supporting our operational excellence. In this fast-paced, high-energy environment, you’ll take ownership of the claims process from start to finish, ensuring each case is handled with accuracy, empathy, and professionalism. This position requires strong judgment, attention to detail, and the ability to communicate effectively in sometimes challenging situations.

At Rocket, we invest in our people and believe in developing top-tier talent. You’ll have the opportunity to grow your skills, make a meaningful impact, and be part of a team that works together daily to set ourselves apart from the competition. If you’re motivated, detail-oriented, and passionate about delivering outstanding customer experiences, we want you on our team.

Primary Responsibilities:

• Monitor all claims submitted from the customer and Site Leadership through the Jolt damage claim process for new claims.
• Provide personalized, caring, and efficient customer interactions.
• Handle all assigned claims promptly and effectively in alignment with established processes, exercising sound judgment and seeking guidance on complex or unique situations as needed.
• Make educated decisions on customer claims using Rocket Carwash’s claims guidelines.
• Respond to new claims with 24 hours of claim.
• Act as the customers Point of contact for claims and contact them with next steps in a timely manner
• Review site specific footage via video and photographic validation to investigate and document claims
• Post or attach information to claim files.
• Partner with Accounting, Maintenance, and Operations as necessary
• Partner with Retention Specialists as needed to ensure we take care of our guests
• Track, monitor, and work all claims through final resolution with customers.
• Track and manage claims submitted on behalf of the company for property or equipment damage, including documentation, reporting, and coordination through resolution.
• Create and maintain carrier relationships.
• Identify cost savings throughout this process and bring up recommendations for implementation.
• Manage workflow effectively in a fast-paced, customer-focused environment.
• Submit weekly reports to Operational Leadership for visibility.
• Identify repeat issues and submits to Operational Leadership for preventive action.
• Perform any miscellaneous duties as determined by leadership.

Who You Are:

• Highly organized with strong attention to detail and critical thinking skills
• Self-motivated and able to take ownership of work independently
• Calm and professional when handling sensitive or challenging situations
• Strong problem-solver with sound decision-making abilities
• Committed to delivering a positive, customer-first experience
• Effective communicator who can adapt tone across different situations

Position Requirements:

• 2+ years of customer service or claims handling experience preferred
• Ability to manage sensitive situations with professionalism, empathy, and sound judgement
• Proficient with basic computer systems and data entry
• Strong written and verbal communication skills
• Ability to review documentation with a high level of accuracy
• Demonstrated ability to use sound judgement in decision-making
• Maintain confidentiality and handle sensitive information appropriately

Rocket Carwash provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.