Career Opportunities
Monday, May 29, 2017



 

NAE/NWAN can help you drive your career forward to the next level. In addition to offering a great culture, a challenging work environment and all the great benefits received as being part of the NAE/NWAN family, we provide a competitive benefit package to our associates which includes affordable healthcare, flexible spending accounts, disability and life insurance, 401(k), 401(k) guaranteed benefit, paid time off, paid holidays, flexibility and more! 

Below is a list of our current openings, interested and qualified candidates are encouraged to either click on the "Apply Online, Click Here" link or fax a current resume to (440) 879 - 0512. 

 Account Manager
At this time an Account Manager is needed to develop assigned Dealers and Agencies by promoting products, while maintaining our company's philosophies and principles.  

Role and Responsibilities:
  • To be the NAE product knowledge and technology expert in ALL assigned environments.
  • Responsible to build sales through referrals and in assigned accounts. 
  • Work with AM’s and AE’s to continue developing processes to insure our clients growth and success with NAE.
  • Takes immediate action to the needs of your current clients.
  • Responsible for following the NAE Servicing Matrix for the account management of current accounts.
  • Responsible for scheduling account visits as outlined in the Servicing Matrix Schedule and the NAE standards. 
  • Responsible to work with the AM’s and AE’s to work through/resolve issues in a current account.  When necessary, bring Director of Training and Income Development and Vice President into the discussion for additional input and direction.
  • Proper delegation of your sales related tasks through Inside Sales Manager and inside sales team.
  • Accountable to meet NAE's annual production forecast.
  • Managing assigned Dealer’s and Agencies remittance trends.
  • Accountable for keeping your expenses within the established guidelines.
  • Live by the NAE Standards, TMR, Service Visit Reports and Serving matrix, when applicable. 
  • Maintains consistent and accurate records of all documents that pertain to your accounts on the server.
  • Responsible to work with the Accounting depart. on all accounting issues related to your assigned accounts.
  • Responsible to work with the Claims depart. on claim issues related to your assigned accounts.
Qualifications and Education Requirements:
  • Strong computer skills including proficiency with Microsoft Office, CRM Software and internal software systems.
  • High School diploma or equivalent.
  • Problem resolution experience.
  • A strong sales aptitude.
  • 5+ or more years’ experience in an automotive sales related environment.
Preferred Skills:

  • Attention to detail and quality of service to our clients.
  • Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
  • Excellent communication skills, both verbal and written.
  • Excellent in building relationships and partnerships.
  • A strong sense of urgency and a desire to succeed.
  • Driven by Integrity.

APPLY ONLINE, CLICK HERE

Cancellations Specialist 
At this time a Cancellations Specialist is needed to process all incoming contract cancellations. Relies on instructions and pre-established guidelines to perform functions of the job.

We are hiring for the following schedule: 
Monday-Friday 9:30 am- 630 pm 

Role and Responsibilities:

  • Processes incoming cancellations.
  • Receives and responds to incoming cancellation inquiries via phone, email and fax.
  • Inputs cancellation notes in OAMS and online system.
  • Relays information and handles upset customers in a professional and polite manner.
  • Provides excellent customer service.
  • Scans confidential documents.
  • Tracks updates on time sensitive material.
  • Files documents.
  • Maintains confidential/sensitive material.
  • Shreds all necessary documents.
  • Strives to enforce and live the NAE/NWAN Philosophy of CQSE each and every day.
  • Other Job Duties as assigned.

Qualifications and Education Requirements:

  • Strong computer skills, including proficiency with Microsoft Office.
  • High school diploma or equivalent.
  • 2 or more years’ previous customer service experience.
  • Ability to type 40 or more words per minute.
  • Excellent verbal communication skills.
  • Superior written communication skills including exceptional grammar to include experience with business correspondence.
  • Mathematical aptitude.

Work Environment and Physical Requirements:

  • Normal office environment.
  • Ability to frequently sit for long periods of time.
  • Ability to occasionally walk, stand, reach with hands and arms, stoop, kneel or crouch.
  • Ability to spend extended hours in front of a computer screen and use close vision, distant vision and depth perception.
  • Ability to lift at least 20 pounds.

Preferred Skills:
  • Ability to multi-task and handle interruptions.
  • Well-developed organizational skills. 

APPLY ONLINE, CLICK HERE

Claims Assistant 
At this time a Claims Assistant is needed to support the claims process and work towards an efficient flow while maintaining C.Q.S.E.  The Claims Assistant will serve as a primary back-up to the to various teams within the Claims Department to help ensure service levels are met while providing the utmost customer service.   This position works under immediate supervision and guidance from team members. 


We are hiring for the following schedule:
Monday-Friday 11:00 am- 8:00 pm and Saturday 9:00 am- 5:00 pm (one day off during the week TBD)

Role and Responsibilities:
  • Support the claims process by assisting and being responsible for the following:
  • Respond to inbound calls (general questions and claims requests) in a timely manner using the utmost professionalism.
  • Gather information from customers, service advisors and dealers to help adjudicators make the best decision possible. Provide the email/fax to have customer send over.
  • Guide both customers and repair facilities through the claims process.  Explain the information needed to process the claim as efficiently as possible.
  • Take detailed notes of conversations. Provide that information in the contract as well as OAMS.
  • Help to determine if an agreement is still valid for the Warranty Forever® programs (auto and motorcycle) as needed.
  • Confer with team lead/supervisor when unsure of how to guide a customer.
  • Escalate irate customers to supervisor.
  • Communicate with the mechanical claim adjudicators regarding agreement status in a timely fashion.
  • Cross-reference records with the internal system for pre-authorizations.
  • Process Prepaid Maintenance claims.
  • Gather information (ask “The 5 Ws”), request estimate, inform customer of process.
  • Answer incoming ancillary contract questions (both from repair facilities and customers).
  • Gather any additional information needed such as pictures prior to authorizing claims.
  • Pull maintenance schedules (utilize Edmunds or manufacturer resources); fill out maintenance sheet.
  • Ensure understanding, and always be aware of and follow special procedures that may be in place per Dealer Notes.
  • Request any additional information that is needed to make the best possible decision.
  • Gather information to assist dealers with prepaid maintenance redemptions.
  • Process claims payments on Saturdays (for applicable schedules).
  • Proactively learn, understand and apply consistent and accurate claims processes.
  • Actively communicate with all team members any necessary updates regarding outstanding items/issues to ensure the primary responsible associate is up-to-date.
  • Assist with the processing of RV maintenance as needed.
  • Strive to enforce and live the NAE /NWAN Philosophy of CQSE each day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • At least one year previous customer service experience; preferably over the phone in addition to in person (in an auto retailer).
  • Strong computer skills especially in navigating the internet and conducting research.
  • Ability to effectively communicate with diverse audiences.
  • Strong problem solving skills.
  • Clear demonstration of positive customer service skills.
  • A high level of organizational skills.
  • Proven ability to type at least 25 wpm with 100% accuracy.
  • Process-driven.
  • Organizational skills
  • Demonstrated high level of attention to detail.
  • Demonstrated ability to accurately document a recap of each situation which allows the reader to have a vision of the situation at hand.

Preferred Skills:

  • Strong understanding of all contracts administered by NAE.
  • Previous claims administration experience.
  • Ability to listen and identify customer needs and concerns.

APPLY ONLINE, CLICK HERE

Claims Customer Service Representative 
At this time a Claims Customer Service Representative (CSR) is needed to assist customer in understanding the terms, conditions and processes of the contracts they hold.  The CSR responds to inbound calls in a timely manner while providing the utmost customer service. 

We are hiring for the following schedule:
Tuesday-Friday 11:00 am- 8:00 pm, Saturday 9:00 am- 5:00 pm

Role and Responsibilities:
  • Respond to inbound calls in a timely manner using the utmost professionalism.
  • Guide customers through the claims process. Explain the information needed to process the claim as efficiently as possible.
  • Take detailed notes of conversations. Provide that information in the contract as well as OAMS.
  • Pull contract up in the system.
  • Help to determine if an agreement is still valid for the Warranty Forever® programs (auto and motorcycle) as needed.
  • Handle general question calls while keeping CQSE in mind.
  • Refers to Dealer Notes for guidance on a regular consistent basis.
  • Confers with team lead/supervisor when unsure of how to guide a customer.
  • Escalates irate customers to supervisor.
  • Process Prepaid Maintenance claims as needed.
  • Assist with the processing of RV maintenance as needed.
  • Strives to enforce and live the NAE/NWAN philosophy of CQSE each and every day.
  • Other duties as needed.
Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • Previous customer service experience; preferably over the phone in addition to in person.
  • Strong computer skills especially in navigating the internet and conducting research.
  • Ability to effectively communicate with diverse audiences.
  • Proven ability to understand terms and conditions of the contracts that NAE/NWAN administers.
Preferred Skills:

  • Previous exposure to auto/RV warranties.
  • Strong understanding of all contracts administered by NAE.
  • Strong problem solving skills.
  • Strong communication skills both written and verbal.
  • Ability to navigate through multiple computer software programs.

APPLY ONLINE, CLICK HERE

Junior Graphic Designer 
At this time a Junior Graphic Designer is needed to assist in the design of new and existing marketing materials, which include sales presentations, marketing advertisements, private label print materials and website design to maintain a consistent branding effort.  Works under the direction of the Graphic Designer.

We are hiring for the following shift: 
Monday - Friday 9:00 am- 6:00 pm 

Role and Responsibilities:

  • Responsible for creating private label versions of standard Warranty Forever® dealership and agency marketing materials.
  • Creates and updates private labeled NAE/NWAN program marketing material as needed.
  • Creates business cards and desk placards for new and current associates.
  • Creates and updates client print materials including business cards, company overview documents, and other associated support materials.
  • Responsible for creating all custom maintenance support material for new and existing agency and dealer partners.
  • Assists the Graphic Designer with the creation of all custom materials for NAE/NWAN internal and external annual trade shows and events. 
  • Assists in the creation of all promotional material related to the products and services offered.
  • Creates PowerPoint Presentation templates for use by the management and sales team.
  • Manages active PREZI presentations and ensures annual updates are deployed.
  • Helps maintain an accurate list of all projects requested, making sure items are completed in the order of importance and by the deadline requested.
  • Aids in maintaining the look of the Company’s website through graphic design as needed.
  • Strives to enforce and live the NAE Philosophy of CQSE each and every day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • Strong computer skills (Mac OS/PC) including proficiency with the Adobe Creative Cloud Suite with a concentration in successfully and efficiently utilizing InDesign, Microsoft Office, internal software systems and Adobe Acrobat.
  • Bachelor’s degree preferred. (Associates degree would be considered with the appropriate amount of related design industry experience)
  • A portfolio demonstrating a wide variety of graphics materials.
  • Must be able to receive feedback and accept creative direction from senior team members.
  • Ability to manage time appropriately and have flexibility to work evenings as needed to meet multiple weekly deadlines.

Work Environment and Physical Requirements:

  • Normal office environment.
  • Ability to frequently sit for long periods of time.
  • Ability to occasionally walk, stand, reach with hands and arms, stoop, kneel or crouch.
  • Ability to spend extended hours in front of a computer screen and use close vision, distant vision and depth perception.
  • Ability to lift at least 20 pounds.

Preferred Skills:

  • Ability to work effectively in a fast-paced and sometimes demanding environment.
  • Ability to adapt to frequently changing responsibilities and reprioritization of tasks.
  • Attention to detail in all aspects of creative design.
  • Critical thinking skills.
  • Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
  • Excellent communication skills, both verbal and written.
  • Excellent customer service skills. Ability to quickly identify and respond to external customer needs.
  • A strong sense of urgency and a desire to succeed.
  • A creative mindset, helping to design and achieve a strong branding image for the company.

Pre-Authorization Specialist 
At this time a Pre-Authorization Specialist is needed to educate customers on the benefits of returning to the selling dealer as well as gathering information to assist the dealer to find out why a customer isn’t returning to them.

We are hiring for the following shifts:
(Full - Time)
8:30 am- 6:00 pm (4 days of the week TBD) and Saturday 9:00 am- 3:30 pm
9:30 am- 7:00 pm (4 days of the week TBD) and Saturday 9:00 am- 3:30 pm ( 3 positions open )

(Part-Time)
10:00 am- 2:00 pm (4 days of the week TBD) and Saturday 9:00 am- 1:00 pm

Role and Responsibilities:

  • Provide the customer with benefits the selling dealer has to offer.
  • Collect pre-authorization information.
  • Answer maintenance questions via Warranty Forever® contract, Edmunds, website, owner’s manual.
  • Assist in questions pertaining to Warranty Forever® guidelines.
  • Take detailed notes of conversations and enter the notes into the contract and in OAMS.  Enter notes for missing contracts accordingly into the Warranty Forever® spreadsheet.
  • Assist the adjudication team.  When the adjudicators are backed up, pull maintenance schedules, fill out maintenance worksheets to help jumpstart the claim.
  • Pre -Paid Maintenance sheets.
  • RV Maintenance.
  • Successfully convert a minimum of 25% of first-time pre-authorization calls back to the selling dealer on a quarterly basis.
  • Strive to enforce and live the NAE/NWAN Philosophy of CQSE each and every day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • Previous customer service experience.
  • Strong communication skills.
  • Proficient in the use of Microsoft Word and Excel as well as the ability to utilize the Internet as a resource.
  • Attention to details.
  • Multi-tasking.
  • Excellent customer service skills (quickly identify customer’s needs & concerns).
  • Listening skills.
  • Prioritization skills.

Preferred Skills:

  • Familiarity of Warranty Forever®.
  • Ability to listen and identify customer needs and concerns.
  • Previous sales/telemarketing experience.
  • Prior call center experience is a plus.

APPLY ONLINE, CLICK HERE

Senior Claims Adjudicator 
At this time a Senior Claims Adjudicator is needed to protect the interest of the administration company by following the guidelines of each contract NAE/NWAN administers while providing knowledge to the customers and dealers.  Handles all claims calls with a concentration on “large” claims (engines, transmissions and drive-shafts). 

We are hiring for the following shifts:
Monday-Friday 11:00 am- 8:00 pm 

Role and Responsibilities:

  • Process Vehicle Service Claims (VSC).
  • Respond to inbound calls in a timely manner using the utmost professionalism.
  • Gather information from customers, service advisors and dealers to help us make the best decision possible.
  • Guide both customers and repair facilities through the claims process. Explain the information needed to process the claim as efficiently as possible.
  • Take detailed notes of conversations. Provide that information in the contract as well as OAMS.
  • Review estimate submitted by repair facility.
  • Review contracts in system.
  • Ensure understanding, is always aware of and follows special procedures that may be in place according to Dealer Notes.
  • Compare coverage on contract to estimate (Pull parts & labor times in Mitchell or search for parts prices by using the internet or manufacturer’s website).
  • Pull maintenance schedules (utilize Edmunds or manufacturer’s resources) fill out maintenance sheet.
  • Request any additional information that you may need to make the best possible decision.
  • Order inspection if required/ discrepancies.
  • Escalate questionable claims to a supervisor.
  • Authorize/Deny claim.
  • Serves as a back-up to claims payments in evenings and/or Saturdays.
  • Answers general question calls.
  • Strives to enforce and live the NAE Philosophy of CQSE each and every day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • Must be Master Certified or Master ASE certified-eligible (and willing to complete while employed with NAE)
  • At least 2 years’ experience as a service writer or technician.
  • Familiarity with Mitchells, Edmunds and Alldata.
  • Problem solving skills.
  • Resourcefulness.

Preferred Skills and Traits:

  • Master ASE Certified.
  • Strong understanding of all contracts administered by NAE.
  • Strong problem solving skills.
  • Detail oriented.
  • Strong communication skills, both written and verbal.
  • Strong listening skills.
  • Relationship builder.
  • Ethical.
  • Patience.
  • Sense of urgency & timeliness.


Senior Systems Administrator
At this time a Senior Systems Administrator is needed to ensure the stable operation of the in-house and cloud computer network. This includes setup, installation, configuration, maintenance, support, and optimization network hardware, software, and communication links. The Senior Systems Administrator will perform a variety of maintenance, evaluation, installation, and monitoring tasks to ensure LAN performance meets company and user requirements, analyze and resolve end user hardware and software computer problems in a timely and accurate fashion, and provide user training where required.

Role and Responsibilities:

  • Install, configure, and maintain personal computers, network, file servers, Ethernet networks, network cabling, and other related equipment, devices, and systems; adds or upgrades and configures user workstations, printers and related equipment.
  • Support servers, including e-mail, print, and backup servers and their associated operating systems and software.
  • Anticipate communication and networking problems; Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational difficulties. Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
  • Track and document workstation, server, network problems and resolutions for future reference.
  • Administer and maintain end user accounts, permissions, and access rights.
  • Administer equipment, hardware and software upgrades; recommend, schedule, and perform network improvements, upgrades, and repairs.
  • Perform system backups and recovery.
  • Assist in evaluation of prospective purchases of computers, network hardware, peripheral equipment, and software;
  • Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
  • Monitor and test network performance and provide network performance statistics and reports.
  • Identify utilization patterns and their effect on operation/system availability and performance expectations.
  • Establish and perform maintenance programs following company and vendor standards.
  • Ensure timely user notification of maintenance requirements and effects on system availability.
  • Investigate, recommend and install enhancements and operating procedures that optimize network availability.
  • Maintain confidentiality regarding the information being processed, stored or accessed by the network.
  • End user support, license tracking, pc builds, maintenance, upgrades, and configurations.
  • Administration of MDT imaging system, update, modify and creation of system images.
  • Server Administration, including updates and patch management.
  • Backup Administration, including daily checks and verification of backups.
  • Provide helpdesk support and resolve problems to the end user’s satisfaction.
  • Monitor and respond quickly and effectively to requests received through the IT Helpdesk.
  • Document internal procedures and resolutions to problems.
  • Assist with onboarding of new associates and training.
  • Meet deadlines with assigned projects and detailed documentation.
  • Train and develop Tier 1 technicians to department standards.
  • Assist with maintaining inventory of all equipment, software, and software licenses.
  • Install, test and configure new workstations, peripheral equipment, software, and neatly connect cabling for systems at the users work area.
  • Monitor Backups – verifying, restoring, configuration, correct problems.
  • Monitor all internal and external electronic services and take corrective action if necessary.
  • Automate/script solutions for repetitive or complicated tasks.
  • Creating and improving business processes related to Information Technology.
  • Suggest hardware/software improvements to the IT Manager.
  • Monitor and set up users in the telecom systems.
  • Participate in weekly after hours on call rotation.
  • Assists in emergency situations off hours when needed.
  • Server patch management utilizing WSUS.
  • Desktop & laptop patch management utilizing WSUS.
  • Server monitoring and metric gathering.
  • Large scale software deployments.
  • Educate/advise end users when requested.
  • Office365 troubleshooting and administration.
  • Assist with network management and maintenance.
  • Other Job Duties as assigned by the IT Manager.
Qualifications and Education Requirements:
  • Associates degree in computer science or equivalent.
  • Five or more years of experience in network administrative functions, or equivalent formal education/degree in the IT field.
  • MCSE Certification obtained or ability to obtain by deadlines set by IT Manger.
  • Mid-Level Microsoft Dynamics certification obtained or ability to obtain by deadlines set by IT Manger.
  • ACIS – IPOffice certification obtained or ability to obtain by deadlines set by IT Manager
  • CompTIA Net+ & CompTIA Sec+ obtained or ability to obtain by deadlines set by IT Manger.
  • Ability to work on-call rotation.

Knowledge & Experience:

  • Familiar with Microsoft Active Directory and user/group management.
  • Familiar with TCP/IP, DHCP, DNS, and troubleshooting network problems with Windows/Linux servers.
  • Familiar with wireless technologies and VPN connectivity to a corporate network.
  • Strong computer skills including proficiency with Microsoft Office, internal software systems and Adobe Acrobat.
  • Strong understanding of network storage systems and iSCSI protocols.
  • Internet usage and the ability to maximize the web to research resolutions to technical problems and error messages.
  • Working technical knowledge of network and PC operating systems, including Windows 7 Pro, Windows 10 Ent, Windows Server 2012R2, Windows Server 2016, and Active Directory.
  • Extensive application support experience.
  • Working technical knowledge of current network hardware, protocols, and standards.
  • Hands-on hardware troubleshooting experience.
  • Good understanding of the organization’s goals and objectives.
  • Knowledge of applicable data privacy practices and laws.
Personal Attributes:
  • Strong written and oral communication skills.
  • Strong interpersonal skills.
  • Ability to work independently.
  • Ability to conduct research into networking issues and products as required.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Strong customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • A strong sense of urgency and a desire to succeed.
  • Critical thinking skills.
  • Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
PEOPLE. PRODUCTS. PERFORMANCE. THE WAY IT SHOULD BE.