Customer Service Representative

Job Description

Job Description

Solvd US  
Our organization is redefining claims management across the auto and property space through a blend of AI innovation, proprietary technology, and expert-led services that deliver measurable results for insurers, fleets, rental, TPAs/MGAs, and adjacent industries.

Our US team combines automation, intelligence, and human expertise to simplify complex processes — accelerating cycle times, reducing costs, and improving outcomes across appraisal, repair, subrogation response, and auto/property estimating.

Our solutions help customers move beyond digital claims to a model that’s faster, smarter, and simpler — grounded in data accuracy, transparency, and customer experience.

As part of the Solvd Group, operating in 46+ countries, our mission is to drive results today while shaping the future of claims. From FNOL to final settlement, we connect technology and expertise to deliver precision, performance, and confidence at every stage.

Customer Service Representative (Driver Services Representative)
Our Driver Services Representatives support drivers and clients throughout the full lifecycle of the vehicle repair and rental process.

Acting as the primary point of contact, this role partners with drivers, repair facilities, rental providers, and internal teams to deliver a smooth and efficient experience. The representative provides proactive communication, sets clear expectations, and coordinates services to minimize vehicle downtime while managing costs. Success in this role requires strong communication skills, attention to detail, and the ability to effectively manage multiple priorities while delivering a high level of customer service.

What you’ll do:  

• Provide exceptional customer service via phone, email, and chat, supporting drivers throughout the rental and repair process. 

• Serve as the liaison between drivers, repair facilities, rental providers, clients, and internal stakeholders. 

• Communicate repair status updates and set clear expectations regarding timelines, next steps, and outcomes. 

• Receive and manage inbound inquiries from drivers, vendors, and clients regarding vehicle repairs and rentals. 

• Coordinate rental vehicle arrangements and ensure alignment with client guidelines and coverage. 

• Monitor repair progress and proactively follow up with vendors to ensure timely completion of services. 

• Identify potential delays or issues and escalate appropriately to ensure resolution. 

• Maintain accurate and detailed claim notes, customer interactions, and status updates within internal systems. 

• Ensure compliance with client-specific processes, workflows, and service standards. 

• Promote the use of preferred vendors and service providers to optimize costs and service quality. 

• Collaborate cross-functionally to resolve customer concerns efficiently and enhance the customer experience. 

• Meet or exceed performance metrics related to service levels, response times, and customer satisfaction. 

• Manage time effectively and remain organized while handling multiple customer interactions.
• Support team members and contribute to a positive, accountable team environment.

What we're looking for: 

• High School Diploma or equivalent required. 

• Minimum of 2 years of customer service experience, preferably in auto, insurance, or fleet operations. 

• Experience in claims handling, collision repair, or fleet services preferred. 

• Familiarity with automotive repair processes and rental coordination is a plus. 

• Strong verbal and written communication skills with a customer-focused approach. 

• Excellent interpersonal and relationship-building skills. 

• Ability to manage difficult or complex customer situations with professionalism and empathy. 

• Strong organizational skills and attention to detail. 

• Effective time management and ability to meet deadlines in a fast-paced environment. 

• Ability to multitask and adapt to changing priorities. 

• Problem-solving mindset with a proactive approach to issue resolution. 

• Proficiency with computer systems and ability to learn new applications quickly. 

 

What we offer:  

• Hourly compensation between $21.00 - $25.00/hour based on experience. 

• Comprehensive benefits, including health, dental, vision insurance, and more. 

• 401(k) plan options 

• Paid time off, sick time, and paid holidays. 

• The opportunity to grow with a dynamic, innovative team in a startup-like culture.