1-3 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
Inbound Call Center Representative
(This job is no longer available)
National Automotive Experts | Strongsville, OH
Grad Date

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Job Description

NAE/NWAN is a growing administration company that services and supports the automotive, RV and Powersports industries. We are dedicated to excellence and committed to innovation and technology. We provide industry leading products, services, and support that assist our clients in exceeding their goals.

At this time, we are in need of an Inbound Call Center Representative. This individual will take inbound calls from customers who want authorize their warranty agreement. The Inbound Call Rep is responsible for educating the customer on the benefits of the warranty while striving to convert business back to the selling dealership. The rep will gather information from the customer and take detailed notes to share with vested dealerships.

We are looking for a positive, enthusiastic individual who is driven to succeed and is motivated by goals. High performers are those who demonstrate NAE/NWAN's values with a sense of pride and integrity. High performers are rewarded for their overall success in converting business back to the dealerships via a bonus program.

Role and Responsibilities:

  • Answer inbound calls from contract holders.
  • Collect pertinent information for authorization purposes.
  • Provide the customer with benefits the selling dealer has to offer.
  • Successfully convert a minimum of 25% of first-time pre-authorization calls back to the selling dealer on a quarterly basis.
  • Answer maintenance questions via the actual contract, Edmunds, website, owner's manual, etc.
  • Assist in questions pertaining to the product's guidelines.
  • Take detailed notes of conversations and enter the notes into the contract and into the online system. Enter notes for missing contracts accordingly into spreadsheets.
  • Assist the adjudication team. When the adjudicators are backed up, pull maintenance schedules, fill out maintenance worksheets to help jumpstart the claim.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • At least one year of continuous customer service experience; preferably in a call center environment.
  • Successful experience in achieving established sales goals.
  • Sales-driven.
  • Strong communication skills.
  • Proficient in the use of: Microsoft Office and Internet as a resource tool
  • Attention to details.
  • Multi-tasking.
  • Excellent customer service skills (Quickly identify customer's needs & concerns).
  • Listening skills.
  • Prioritization skills.


  • We offer a great culture, a challenging work environment and all the great benefits received as being part of the NAE/NWAN family.
  • We offer a unique work environment; including massage days, company-wide BINGO events, charitable fundraisers, and much more. We have a state-of-the-art facility encompassing an onsite fitness center, gaming tables and systems, televisions, comfortable seating and a quiet lunch room for those who like to take their break in a quiet area.
  • NAE/NWAN can help you drive your career forward to the next level. Besides offering a great culture, a challenging work environment and all the great benefits received as being part of the NAE/NWAN family, we provide a competitive benefit package to our associates which includes affordable healthcare, flexible spending accounts, disability and life insurance, 401(k), 401(k) guaranteed benefit, paid time off, paid holidays, flexibility and more!


Applicants must be eligible to work in the specified location

About National Automotive Experts

NAE specializes in: Finance and Insurance Products Dealer Development F&I Training and Compliance Service Retention Tools Custom Administration Services Reinsurance Positions Retro Participation Programs And, Much More! Our products and services are represented in dealerships and agencies throughout the United States. Each member of our Management team has 15 - 30 years of automotive experience. We are proud to say that every product we offer is backed by an AM Best "A" rated carrier - providing our dealers and agents the best security and peace of mind available. All of our products are available through an online E-Rating, E-Contracting and E-Remitting platform, allowing each dealership and agency the efficiencies necessary in today's market place to reduce errors, costs and unneccessary time spent on a manual process. Our Online Account Management System (OAMS) allows instant and constant communication with our dealer and agency clients - a service that our clients rave about and certainly can't be surpassed! We are completely dedicated to empowering our dealers and agencies to work from an offensive position rather than a defensive position.