Client Relations Specialist Colerain Kia Allstate

The Role: As a Client Relations Agent within our Insurance Department, you will manage communication and follow-up with customers throughout the insurance and vehicle-repair process. You'll help customers understand where things stand, coordinate information between the appropriate parties, document interactions, and ensure questions and concerns are directed to the right team member. You are the voice of the dealership and the customer's advocate for communication.

What You'll Do: Serve as a primary point of contact for customers working with our Insurance Department. Communicate with customers by phone, text, email, and other approved communication channels. Respond to customer questions and provide timely updates regarding the status of their vehicle or insurance-related process. Assist customers with understanding the next steps in the process without providing insurance advice outside your role or authority. Coordinate communication between customers, insurance carriers, adjusters, repair facilities, and dealership personnel. Follow up on open customer matters to ensure information and documentation are moving forward. Maintain accurate and detailed customer records and communication notes. Monitor outstanding customer requests and follow up until they are resolved or properly escalated. Schedule appointments and coordinate customer visits when appropriate. Assist with obtaining necessary customer information and documentation. Help identify missing information that may delay the process and communicate those issues to the appropriate parties. Escalate complex questions, disputes, or issues to management or the appropriate insurance/repair professional. Maintain strict confidentiality when handling customer and insurance information. Follow dealership procedures, department processes, and applicable privacy requirements. Provide a consistently professional, respectful, and compassionate customer experience.

The Customer Experience Matters: An insurance claim can be stressful. Customers may be dealing with an accident, vehicle damage, insurance questions, transportation challenges, repair delays, unexpected expenses, multiple parties involved in the claim, and uncertainty about what happens next. Your job is not to make promises you can't keep. Your job is to communicate clearly, set appropriate expectations, follow through, and make sure the customer knows someone is paying attention.

Qualifications: The ideal candidate is highly organized and detail-oriented. They are professional and polished on the phone and in person. They are empathetic and patient with customers. They are comfortable handling difficult or emotional conversations. They are an excellent verbal and written communicator. They are confident using computers, email, CRM systems, and other technology. They are able to manage multiple customer cases and priorities simultaneously. They are dependable and committed to follow-through. They are comfortable working in a fast-paced environment. They are a strong team player who works well with multiple departments and outside partners. They are able to maintain confidentiality and handle sensitive customer information appropriately. Experience in any of the following is a plus: insurance, claims, collision repair, automotive, customer relations, call center, customer service, medical or professional scheduling, administrative support, hospitality, account management. Insurance or automotive experience is preferred, but we are willing to train the right candidate. We're looking for someone with the right attitude, communication skills, attention to detail, and willingness to learn.