Customer Experience & Claims Specialist

National Pride Equipment Car Wash Superstore • Mansfield, OH

6d • Onsite

About The Position

Ohio Car Wash Holdings, LLC is seeking a detail-oriented and highly organized Customer Experience & Claims Specialist to join our Customer Experience & Claims Department. This position supports the investigation, documentation, tracking, and resolution of customer experience reports and property damage claims across our growing portfolio of car wash locations. The ideal candidate is comfortable reviewing detailed information, communicating with customers and site leadership, managing multiple open cases, and making sound decisions based on company policies and available evidence.

Requirements

• High school diploma or equivalent required.
• Strong attention to detail and investigative/problem-solving skills.
• Excellent written and verbal communication.
• Ability to remain professional during difficult customer interactions.
• Strong organization and follow-through.
• Ability to manage multiple cases and priorities simultaneously.
• Sound judgment and ability to apply policies consistently.
• Comfortable reviewing video footage, photographs, reports, and other documentation.
• Proficiency with computers and the ability to learn multiple software systems.

Nice To Haves

• Customer service, claims, insurance, administrative, or investigative experience is preferred but not required.

Responsibilities

• Review and investigate Customer Experience Reports (CERs) and Property Damage Reports (PDRs).
• Review photos, video footage, customer documentation, site information, and other available evidence as part of claim investigations.
• Communicate professionally with customers regarding claim status, documentation needs, and determinations.
• Work with site managers and operational leadership to obtain information needed to complete investigations.
• Maintain accurate and thorough documentation throughout the claim process.
• Track open claims and follow up to ensure timely resolution.
• Assist with property damage reimbursement and recovery efforts.
• Prepare and maintain claim-related records, correspondence, releases, and supporting documentation.
• Apply company policies and damage limitations consistently when reviewing customer concerns.
• Identify claims requiring escalation to the Customer Experience & Claims Manager.
• Assist with department audits, reporting, and other Customer Experience & Claims initiatives.
• Support Customer Service operations as needed.

Benefits

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 401 (k) plan, Company match eligibility after 1 year of employment (dollar for dollar match up to 5%)
• Paid Time Off after 90 days of employment
• Continuing Education reimbursement $2500 annually

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree