Vehicle Service Contract Specialist

The Vehicle Service Contract Specialist will handle incoming claim calls and determine coverage in accordance with contract terms. They will review repair shop diagnoses and estimates to evaluate coverage and determine if inspections are necessary. Additionally, they will provide exceptional customer service throughout the claims process.

• High School Diploma or Equivalency required.
• 2 plus years of experience repairing as vehicle technician and /or service department.
• Industry certification a plus. (Factory training and ASE’s certification).
• Communicate claim decisions—approval or denial—clearly to customers, along with next steps.
• For covered repairs, obtain and review estimates to facilitate timely payment authorization.
• Verify accuracy of labor times and parts pricing within repair estimates.
• Negotiate scope of work and pricing with repair facilities when needed.
• Meet service level agreements (SLAs) for call handling and claim resolution.

• Investigates, evaluates, and negotiates service contract claims in accordance with contractual obligations.
• Authorizes settlements within established authority limits and refers cases exceeding personal limits to a supervisor with recommendations.
• Provides professional and courteous service to both dealership personnel and agreement holders throughout the claims process.
• Takes ownership in identifying and communicating recurring issues, claim trends, and potential concerns to leadership to support continuous improvement and informed decision‑making.
• Participate in any projects, reports, documentation, tasks, or objectives assigned.

• Mechanical aptitude
• Ability to multi‑task
• Contract interpretation
• Strong verbal and written communication skills
• Critical thinking and problem‑solving
• Time management
• Proficient in MS Office (Word, Excel, Outlook)
• Team player

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.