Customer Support Representative at DOWC in Mountain Lakes, New Jersey

Customer Support Professional

Dealer Owned Warranty Company LLC is a leading provider of F&I (Finance and Insurance) partnership services in the automotive industry, offering a full suite of obligor and administrator services, top-of-the-line products, technology, and training. We understand the importance of leveraging process and technology in the F&I industry to drive revenue and ensure success. Our goal is to provide visibility, transparency, and the tools needed for our partners to build their wealth and achieve their goals. DOWC prides itself on taking care of its employees (We were voted one of the "Best Places to Work" three years in a row!), and we also offer award-winning products.

All of our positions are on-site in Parsippany, NJ.

At DOWC, we are committed to delivering exceptional service to our customers and dealer partners across the automotive industry. We are seeking a Customer Support Professional who thrives in a fast-paced call center environment and takes pride in resolving issues with accuracy, empathy, and professionalism. This role is ideal for a customer service professional who enjoys problem-solving, working with structured processes, and being part of a collaborative, performance-driven team.

As a Customer Support Professional, you will serve as a key point of contact for customers calling with warranty-related questions and claims. Your responsibilities will include:

• Answering inbound customer calls in a high-volume call center environment
• Assisting customers with automotive warranty claims, coverage questions, and general inquiries
• Accurately documenting call details, claim information, and resolutions in internal systems
• Researching policy information and providing clear, compliant explanations to customers
• Resolving customer concerns efficiently while maintaining a positive and professional tone
• Escalating complex or unresolved issues appropriately and following through to resolution
• Meeting or exceeding quality, productivity, and attendance standards
• Collaborating with team members and leadership to continuously improve the customer experience

What we're looking for:

• 2+ years of experience in a call center, customer service, or support role
• Strong verbal communication and active listening skills
• Ability to handle a high call volume while remaining calm and customer-focused
• Excellent attention to detail and ability to follow structured processes
• Comfortable navigating multiple systems and documenting information accurately
• Professional, reliable, and solution-oriented mindset
• Automotive, insurance, warranty, or claims experience is a plus (but not required)

Come join our growing team here in Parsippany! As NJ's Best Places to Work Honoree for three years in a row, we offer:

• Competitive compensation
• Medical, Dental, Vision, 401k matching, Life Insurance, ancillary benefits
• PTO and Sick Time
• Corporate events, team and culture building activities, extracurriculars, employee awards and recognition, company trips and more!

DOWC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact us for assistance.