Customer Support Specialist

Safe-Guard Products International LLC•Wade Hampton, SC

7d•$19•Onsite

About The Position

The Claim Support Specialist acts as a key front-line representative, responsible for delivering high-quality service through a high volume of inbound calls. This position provides support to agents, clients, and customers by adjudicating claims, providing claims status, and resolving or escalating customer issues. This role requires the ability to manage a variety of complex call types, de-escalate concerns effectively, and maintain accurate documentation while meeting service level and quality standards.

Requirements

Prior experience in a high-volume call center environment is strongly preferred.
Demonstrated ability to exercise sound judgment and resolve customer issues efficiently.
Experience or background in hospitality or customer service.
Solid understanding of call handling metrics and Service Level Agreements (SLAs).
Proven experience managing 70–90 calls per day across various call types (e.g., payments, escalations, general inquiries).
Strong de-escalation skills with a focus on professionalism and customer satisfaction.
High school diploma required; post-secondary education (associate or bachelor’s degree) preferred.
Proficiency with CRM systems and basic computer applications (e.g., Microsoft Office, Outlook, Word, PowerPoint & Excel).
High level of integrity and attention to detail in documenting customer interactions.
Consistent use of best practices in call documentation to support case management and follow-up.
Ability to multitask across systems and tools while maintaining smooth call flow.
Strong emotional intelligence and empathy for customers.
Effective problem-solving and critical thinking abilities.
Strong interpersonal, analytical and problem-solving skills. Superior verbal/written skills and communications skills.
High attention to detail, good punctuation, spelling, mathematical, grammar, analyze complex-detailed reports
Must be authorized to work in the U.S
Must be able to successfully pass a background check

Nice To Haves

Minimum of 2 years in customer service or call center roles, with stability in a single position (2 years preferred).
Experience within Automotive Industry preferred
Preferred - two years of experience in a high-volume Call Center
Preferred - two years of experience in automotive insurance or warranty claims
Preferred - one year of experience with in an automotive repair or tech role
Preferred: Bilingual or Trilingual with the ability to read, write and speak English and French in a business setting

Responsibilities

Handle claims related calls per work schedule performing within defined metrics
Order inspection when applicable
Follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor
Master understanding of clients, agents, and contract terms and conditions
Understand exceptions based upon dealership, agent, or client as noted in system
Escalate issues to team lead, supervisor, or managers when unable to de-escalate
Notify Supervisor when possible fraud is suspected
Participate in all training as required to perform the duties of the role
Keep record of the phone call and transmits claim form to Dealership or Repair Facility
Drive the status of the claim within the Safe-Guard system
Receive documentation and organize by claim number
Order an appraisal when claim is over threshold amount or possible fraud
Send denial letter to customer and copies dealership if necessary
Send missing information letter to customer if document is missing and copies Dealership if necessary
Notate the system
Adhere to Quality Assurance Guidelines
Prior to sending checks out, must ensure premium is first received from Dealership
Performs other duties as assigned by the Claims Center Manager or Team Lead
PDR handling