Auto Glass Claims Processor

The primary responsibility of this role is to manage and adjudicate vehicle warranty claims related to auto glass services. This includes communicating with customers, technicians, and other stakeholders to ensure prompt and accurate warranty work is performed.

• Handle incoming warranty claims strictly related to auto glass, including water leaks, air leaks, molding issues, and possible cracks (excluding new damage).
• Communicate directly with customers to assess concerns, explain warranty coverage, and set proper expectations.
• Work with technicians to coordinate inspections, repairs, and follow-ups on warranty cases.
• Investigate each claim thoroughly by reviewing job history, technician notes, photos, and customer-provided documentation.
• Approve or deny warranty claims in accordance with company policies, always protecting the company's interests and ensuring fair, consistent decisions.
• Document all interactions and outcomes accurately in our CRM system.
• Manage escalated cases and sensitive customer situations with professionalism and clarity.
• Educate customers about warranty coverage, exclusions, and procedures.

• Minimum 5 years' direct experience handling vehicle warranty claims in the automotive service industry.
• Proven expertise in adjudicating warranty claims, reviewing supporting evidence, and communicating clear decisions.
• Excellent verbal and written communication skills in English; able to interact confidently with customers and technicians.
• Strong decision-making skills with the ability to balance customer satisfaction with company policies.
• Highly organized, detail-oriented, and able to manage multiple claims simultaneously.
• Proficient in CRM software and remote communication tools.
• Must have a reliable internet connection and a quiet, professional work environment.

This role offers a challenging and rewarding opportunity for individuals who are passionate about delivering exceptional customer service and ensuring accuracy in their work.