Auto Glass Claims Adjudicator

We are seeking a highly skilled and experienced Warranty Specialist to join our team remotely. This position is dedicated exclusively to managing and adjudicating vehicle warranty claims related to auto glass.

• Handle all 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.

This role requires strong decision-making skills with the ability to balance customer satisfaction with company policies. You must also have excellent verbal and written communication skills in English, be highly organized, detail-oriented, and able to manage multiple claims simultaneously.

• Minimum 5 years' direct experience handling vehicle warranty claims in the automotive service industry is REQUIRED.
• Experience in the auto glass industry is a strong plus.
• 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.