Who We Are

With a comprehensive lineup of Vehicle Protection plans, Sonsio offers industry-leading programs that cover Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and other critical consumer services. These benefits provide vehicle owners with affordable and valuable coverages to keep their vehicles on the road safely, and also maximize the resale value by keeping the appearance of their vehicles like-new.

Sonsio Vehicle Protection is committed to innovation and excellent customer service. Since our inception in 1984, Sonsio has been a leader in the automotive industry—serving more than 74,000 dealerships, F&I service providers, manufacturers, insurance companies, parts suppliers, retail chains, and many independent retailers across all 50 states, Canada, and Puerto Rico.

We understand the challenges and complexities that our partners face when it comes to offering vehicle protection plans. There is no one-size-fits-all. Every business we help is different and has their own set of challenges. That’s why, when you partner with Sonsio, we work with you to provide a custom solution designed to improve customer acquisition and retention and increase profitability.

And when it comes to managing claims, you don’t have the time or resources to worry about the headaches. Sonsio provides end-to-end support and decades of expertise to give customers the highest quality services with a world-class customer experience.

Base Pay Range:

SONSIO, LLC

POSITION DESCRIPTION

Title:                            Claims Specialist, L1

Reports To:                 Supervisor, Claims Operations

FLSA Status:               Non-Exempt

Last Revised:              10/06/2025

Position Summary

The Claims Specialist (Level 1) is responsible for accurately and efficiently processing the intake of new claims requests, while providing outstanding customer service to contract holders, dealers, and repair facilities. This role requires strong attention to detail, adherence to company guidelines, and the ability to manage multiple priorities in a fast-paced call center environment. The Claims Specialist ensures claims are set up accurately, customers receive timely support, and all work aligns with company quality and compliance standards.

As a Claims Specialist, your essential job functions will include the following:

Key Responsibilities

• Process standard claims accurately and within SLA
• Maintain detailed claim documentation, photos, and communication logs
• Provide high-quality customer service to contract holders and repair facilities
• Accurately enter and update customer information, interactions, and case details in applicable CRM
• Collaborate effectively with other teams’ members, other departments as well to coordinate customer support efforts and resolve issues
• Achieve call, QA, and attendance metrics
• Follow established workflows, and escalation processes
• Handle and resolve customer complaints in a professional and timely manner.
• Develop and maintain a thorough understanding of the company's products, services, policies, and procedures.

Performance Standards

• Process and complete claims within 7-10 days, ensuring accuracy, efficiency, and compliance with company policies and regulatory requirements.
• QA Score: >85% on the quarterly Quality Assurance scorecard.
• Audit Errors: <2%
• Attendance: Meets department standards
• Adherence% >80%

Position Requirements

• Minimum 1-2 years of experience in customer service and/ or claims processing, preferably within a call center environment.
• High School Diploma required; Associate or bachelor’s degree preferred.
• Proficiency in using Salesforce and Microsoft Office Suite; Outlook, Word, Excel.
• Ability to efficiently navigate multiple computer systems while assisting customers.
• Excellent verbal and written communication skills.
• Proven ability to convey complex information clearly, accurately, and concisely.
• Strong commitment to providing exceptional customer experiences.
• Demonstrated ability to handle inquiries, issues, and complaints with professionalism and care.
• Strong time management and multitasking capabilities in a fast-paced environment.
• Effective analytical and problem-solving skills to identify and resolve issues efficiently.
• High level of accuracy and attention to detail in processing claims and documentation.
• Flexible and adaptable to change; able to learn new systems and processes quickly.
• Ability to collaborate effectively with team members and cross-functional departments.
• Must have access to a computer with a built-in operating system (e.g., Windows or macOS) and at
  least one external monitor to perform daily job responsibilities.

Competencies Required

• Customer Focus & Empathy
• Communication & Collaboration
• Attention to Detail & Accuracy
• Critical Thinking & Decision-Making
• Adaptability & Learning Agility
• Results Orientation & Accountability
• Time Management & Prioritization
• Conflict Resolution & Influence

Physical Job Requirements

• Sit for long periods of time.
• Continuous viewing from and inputting data to a computer screen.

Drug Policy

• Sonsio LLC is a drug-free environment.  All applicants being considered for employment must pass a pre-employment drug screening before beginning work.

This position is targeted to be closed on:

Why Sonsio: An amazing opportunity to join a growing organization, built on the efforts of hard working, innovative, and team-oriented people. The compensation offered for this position will depend on qualifications, experience, and geographic location. The total compensation package may also include commission, bonus or profit sharing. We offer a competitive & comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution). For more information on our benefit offerings, please visit our Dealer Tire Family of Companies Benefits Highlights Booklet.

EOE Statement: Sonsio is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. 

*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Sonsio’s Human Resources Department to discuss your specific needs. Please feel free to contact us at 1-800-933-2537 x6550.