Customer Service Representative I, PWI Mesa, AZ in Mesa, AZ at KAR Auction Services

Date Posted: 10/18/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1620 South Stapley Drive
    Mesa, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/18/2019

Job Description



What we do:

We fuel the entrepreneurial dream in our community through our people, products, and our four values that drive every business decision and customer interaction:

Elevating relationships  |  Vision-driven  |  Powered by passion  |  Dedicated to you

Welcome to Preferred Warranties Inc. Now available in all 50 states, PWI is expanding our footprint and product offerings to independent automotive dealers. We are a tier 1 provider of extended protection plans for preowned vehicles, with a focus on protecting dealer partner’s brand by covering their client’s mechanical issues post purchase. 

Small Company Feel. Big Company Drive.

Who we are:

With our people-first culture, PWI believes in creating an environment where employees look forward to work each day. Plus, PWI’s committed to helping each employee develop their own career dream. With cross-team and cross-KAR company development opportunities, employees are able to pursue any position of interest.

We’re looking for:

PWI is looking for team members that thrive in a dynamic environment. Team members obsessed with growth, that live for a challenge, a stretch goal, success. We empower our team members to attain new heights in their careers.

Your impact:

As a Customer Service Representative I you will:

  • Answer incoming phone calls in a friendly, professional manner. 
  • Collaborate with team members to quickly and effectively assist customers with their mechanical breakdown needs.
  • Effectively explain policies, procedures, and contractual terms to customers, repair centers, and fellow employees.
  • Answer customer questions regarding contract coverage and claim status. Understand component coverages as listed with PWI products.
  • Establish new claims for customers, validating the pertinent facts of the claim by asking predetermined questions and/or clarifying responses with customers.
  • Effectively use and navigate all related software applications in order to determine claim coverage, repair costs or reasons for denial.
  • Master complete understanding of the shop system, including ratings, labor rates and type of repairs. Accurately determine average labor and provide customers with proper shop referrals based on location and type of repair.  
  • Process, approve, and complete customer claims, where there is a single component required and the total cost does not exceed approval limits.

You are:

  • The voice of the PWI brand to our customers and shops.  
  • Providing exceptional customer service and responsiveness that inspires customer confidence and loyalty.

You have:

  • High School Diploma/GED
  • One (1) to three (3) years of prior customer service experience
  • Prior experience in the automotive and service contract services industry
  • Spanish oral and written communication skills preferred but not required
  • Type a minimum of 40 words per minute   
  • Understanding of customer service principles & practices and strong problem-solving, negotiation, time management & communication skills.
  • Ability to work effectively as part of a team and multi-task
  • Positive attitude and zest for learning

Environmental requirements:

Position requires sitting for extended periods in an office environment with some walking and standing.  Frequent use of telephone and computer.

Working with the best in the industry:

PWI is proud to be a subsidiary of KAR Auction Services, Inc. PWI’s core business complements the other business units within the KAR Auction Services group of companies, including ADESA auctions, TradeRev, Insurance Auto Auctions (IAA), PAR North America, AutoVIN, LiveBlock Auctions International, Auto Finance Company (AFC), Dent Demon, and many more. This diversity allows KAR Auction Services to provide a full spectrum of services – from whole car and salvage to financing, remarketing, technology, and inspection/repair services.

For more information about KAR Auction Services and its affiliated companies, visit KARAuctionServices.com.

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