Customer Care Associate

Summary:

Provides administrative and customer support through contract review, payment processing, document management, and customer communications. Reviews and enters contracts for accurate coverage setup, processes cancellations, verifies payment information, and coordinates with customers, dealers, lenders, and internal departments to resolve discrepancies while maintaining accuracy and professionalism.

Responsibilities / Duties

• Review and enter contracts to ensure accurate coverage setup and policy compliance
• Identify and resolve discrepancies using company rules, procedures, and prior instruction patterns
• Process contract cancellations and verify information with customers, lenders, or dealerships when needed
• Compare invoices to payment authorizations and verify repairs before releasing payment
• Handle incoming phone calls, answer customer questions, document conversations, complete follow-up tasks, and transfer calls when appropriate
• Manage multiple email inboxes by responding promptly, documenting communication, and completing follow-up actions
• Monitor and return voicemails in a timely manner
• Scan, organize, and digitally file incoming mail and documents
• Prepare outgoing mail and verify all required correspondence is completed
• Maintain accurate customer records and support additional departmental tasks as needed

Expectations / Abilities

• Ability to manage multiple responsibilities simultaneously while meeting deadlines and productivity expectations
• Strong attention to detail and ability to identify missing or incorrect information
• Ability to work independently with minimal supervision and use sound judgment when resolving issues or following up with customers
• Strong verbal and written communication skills with professional phone and email etiquette
• Comfortable handling frequent phone calls and switching between tasks throughout the day
• Ability to ask questions when clarification is needed and apply guidance to future situations
• Strong computer proficiency, including email, file management, attachments, and navigating multiple systems
• Dependable, organized, and able to work effectively in a team-focused environment

Work Structure

• A rotating primary assignment (emails, payments, deposits/mail, or voicemails)
• Batch work, including contract reviews and cancellation processing
• Incoming customer phone calls and follow-up tasks

All responsibilities include daily deadlines, accuracy standards, and productivity expectations.

Work Environment:

The Administrative Department works closely as a team to support customers and maintain daily operations. While our office environment and dress code are casual, our work ethic is not. Employees are expected to be punctual, dependable, and able to complete responsibilities with integrity and minimal supervision.

We value professionalism, accountability, teamwork, and respect. This is a focused work environment with a no-phone-in-sight policy during working hours, except during scheduled breaks and lunch periods. We believe in working hard during the workday while maintaining a healthy work-life balance - overtime is uncommon, and work stays at work after 5:00 PM.

Benefits:

• Paid Sick Leave
• Paid Vacation
• Profit Sharing Pension Plan
• Healthcare Coverage

About PRco, Inc.:
Since its inception, PRco has been dedicated to meeting the used car market's demand for extended service contracts and GAP coverage. PRco offers broad coverage for qualified vehicles while providing easy-to-understand contracts. In 2009, PRco introduced PRcoPower, a comprehensive Dealer Management System, along with an online eContracting and payment system. Our mission is to provide an efficient and seamless experience for our customers.

Join PRco and be part of a team that values professionalism, collaboration, and exceptional customer service!