Career Opportunities



 

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.

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 customers 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 shift:
11:00 am- 8:00 pm (4 days of the week TBD) and 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
Manager of Client Services 
At this time a Manager of Client Services is needed to be responsible for developing NAE/NWAN business by promoting NAE/NWAN products, while maintaining the company’s philosophies and principles.  Work with the entire NAE/NWAN staff to ensure the success of NAE/NWAN clients with professionalism and enthusiasm.  Responsible for ensuring that the Client Relations team implements all dealer and agent set up’s and addresses all tasks, concerns, and issues for NAE’s clients timely, accurately and in accordance with CQSE and the process models.  Leads and develops with a “show me” not “tell me” mentality with a consistent approach every day.
Role and Responsibilities:

  • Is the NAE/NWAN product knowledge and technology expert in ALL environments that pertains to the role and responsibilities
  • Continues to develop, streamline and improve processes that will improve efficiency and ensure client satisfaction and achieve client retention and growth
  • Oversees accuracy of process models and presents updated/new process models to VP of Operations and works together to determine best practices
  • Monitors all CRM tasks and the CRM Agreement tracker in the CRM tool, reporting and analytics in the CRM tool and Five9 and holds CRM team accountable.  Escalates any concerns to VP of Operations.
  • Ensures that the CRM team is readily available to assist the NAE/NWAN Sales team and its clients from the hours of 8 a.m. – 7 p.m. Monday – Friday and after hours 7p.m. – 9.p.m. Monday -Friday and 9a.m. - 5p.m. on Weekends.  Additionally, CarSaver Team is on call 24/7 for technology issues.
  • Monitors emails daily and oversees dispatch to ensure that all messages are responded to within two business hours.  Maintains knowledge of overall status of requests to ensure that they are being handled same day.    Escalates any concerns with meeting tasks to VP of Operations
  • Takes immediate action to NAE/NWAN’s current clients
  • Oversee prioritization of tasks
  • Responsible for leading and providing input to the CRM team, Account Executive (AE) and Account Manager team to resolve open issues and tasks with a current client
  • Responsible to complete assigned tasks in a timely and professional manner, without error
  • Updates and maintains error log and presents to VP of Operations monthly
  • Responds to incoming calls from agencies on an as-needed basis; periodically serving as a back-up to the rest of the team and provides assistance with inquiries and problem resolution by acting as a liaison between the CRM, AE, AM and the client.  This includes taking ownership of each received call and/or dispatched task to see that the client is completely satisfied
  • Responsible to work with all NAE/NWAN departments to address any client related issues. Confers with upper management regarding any escalated/unresolved issues and works towards necessary process improvements
  • Handles escalated issues and calls; refers to VP of Operations when necessary and as directed on specific issues/clients
  • Oversees that files on the server and in the file cabinets are accurately updated
  • Ensure that the CRM team is testing new dealership set-ups and changes within enough time to ensure any/all issues are resolved prior to launching in the dealership.
  • Leads, trains and develops the team members on how to properly perform duties to meet NAE/NWAN standards
  • Reviews Dealer Set Up folders and Change Forms for accuracy and provides sign off
  • Completes performance evaluations and forwards to VP of Operations for review and additional input
  • Conducts performance evaluations with VP of Operations
  • Makes hiring and firing decisions and confers with VP of Operations and HR
  • Works with VP of Operations and HR Manager to develop Performance Improvement Plans (PIP) and Performance Development Plans (PDP)
  • Regularly meets with associates on a PIP or PDP to provide feedback
  • Maintains accurate and up-to-date performance issues and achievements of team members
  • Works with VP of Operations and HR Manager in developing corrective action plans and presenting disciplinary action when necessary
  • Ensures regular 1:1 meetings are held with each team member bi-weekly.  Ensures Team meetings are held bi-weekly
  • Responsible for communicating direction, policies, and procedures to the CRM team
  • Strives to enforce and live the NAE/NWAN Philosophy of CQSE each and every day
  • Other duties as assigned
 Qualification and Education Requirements:

  • Five years’ experience working in a dealership, agency, a third-party administrator or in a similar role
  • Strong computer skills including proficiency with Microsoft Office, CRM Software and internal software systems
  • Bachelor’s degree in business, management or marketing or comparable experience
  • Ability to work more than 40 hours a week and have flexibility to work prior and after regular scheduled shift when necessary.
  • Problem resolution experience
  • Previous experience in a sales role
  • At least three years of experience managing others who work in a client-facing capacity
  • Clear and effective communication skills with diverse groups of people to include active listening
  • Highly organized and possess the ability to successfully manage multiple issues and demands
  • Ability to handle escalated situations
  • Ability to manage time and adapt to changes in the work place
  • Extreme attention to detail with proven ability to stay on top of tasks and follow-up in a timely manner
  • Effective and efficient responsiveness to clients and coworkers
  • Great work ethic and proven leadership and team-building skills
  • Sound decisions making skills and the ability to motivate a team
Preferred Skills:

  • Self-motivator – Self-starter
  • Passion for customer satisfaction
  • A strong sense of urgency and a desire to succeed
  • Driven by integrity
  • Experience using a CRM tool 
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.

PEOPLE. PRODUCTS. PERFORMANCE. THE WAY IT SHOULD BE.