Dealer Services - Cancellation Representative

JOB SUMMARY:

As a member of the Cancellation Team, you will be responsible for reviewing prior-day cancellations completed by our Dealers online for accuracy; processing contract cancellations received in the Cancellation Team email box; and responding to Dealer inquiries regarding cancellation requests and refund check information. Along with processing cancellations, you will be responsible for submitting cancellations received for our Partners’ products to them in a timely manner. The goal is to ensure excellent service standards, respond efficiently to inquiries, and maintain high customer satisfaction. You will be required to manage both inbound and outbound calls.

DUTIES & RESPONSIBILITIES:

• Assist the team in auditing online cancellations that are completed by our Agents and Dealers to ensure the cancellations are processed with the correct cancellation date, mileage, and reasons.
• Handle Cancellation tickets that are received in the team email box. These tickets can be cancellation requests, check inquiries, or refund status updates.
• Utilize our partners’ websites to verify the status of claims paid.
• Maintain a weekly list of contracts cancelled by contract #, Dealer, and refund amount due.
• Respond to questions and concerns from the National Business Development and Management teams.
• Update contracts with cancellation details and supporting documentation.
• Manage both inbound and outbound calls.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Follow communication procedures, guidelines, and policies.
• Other duties as assigned as business needs arise.

QUALIFICATIONS:

• Automotive, dealership, and/or warranty administration experience preferred.
• Excellent organizational skills with the ability to multitask and prioritize workload effectively.
• Microsoft Office (including Outlook, Excel, PowerPoint, and Word) and Adobe Acrobat.
• Ability to work independently as well as collaboratively within a team.
• Punctuality and dependability are crucial.
• Problem-solving comes naturally; you enjoy troubleshooting and resolving customer problems.
• Firsthand experience with data entry or finance and insurance systems such as PCRS or SCS is preferred but not required.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to recognize a problem or potential problem and react quickly and effectively.
• High school diploma or equivalent.

Target compensation: $22.00 - $24.00 hourly

PHYSICAL REQUIREMENTS:

• Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing. Camera/video usage is an essential function of the job.
• Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.
• Must be able to lift 25 pounds.

Candidates must pass a pre-employment Background Check. Endurance is an E-Verify employer.

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Our Benefits Include:

• Paid training
• Work From Home Opportunity
• Computer Equipment Provided
• 401(k) with company match after 90 days of employment
• Medical, Dental, and Vision Insurance
• Voluntary Life Insurance
• Internet Stipend
• Paid Time Off
• Holiday Pay

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