Customer Support Representative

Driven Brands is North America's largest automotive services company with a portfolio of iconic brands including Take 5 Oil Change®, Meineke Car Care Centers®, Maaco®, 1-800-Radiator & A/C®, Auto Glass Now®, and CARSTAR®. Our vision is to fuel the pursuit with the simplest, most convenient, and most reliable car care experience.

Headquartered in Charlotte, NC, Driven Brands is more than a workplace. We're a launchpad — for careers, for dreams, and for people driven to do great things.

Every day, we fuel the pursuit — for our customers chasing life's moments, for our franchisees building lasting legacies, and for each other as we grow, lead, and succeed together.

Performance matters. We take pride in it. We own it. We show up for one another and for our communities.

Because at Driven Brands, we're not just fixing cars. We're building futures, unlocking potential, and fueling what's possible — together.

JOB DESCRIPTION:

We are seeking empathetic, detail-oriented Customer Service Representatives to take First Notice of Loss (FNOL) calls on behalf of our insurance carrier partners. Using Salesforce, you will guide customers through reporting a loss, often at a stressful moment, while following carrier-specific scripts precisely and capturing accurate claim information.

Key Responsibilities

• Handle inbound FNOL calls with professionalism, patience, and empathy.

• Follow detailed, carrier-specific scripting and compliance requirements word for word.

• Accurately create and update claim records in Salesforce in real time.

• Gather complete loss details, policy information, and contact data.

• Set clear expectations with customers on next steps in the claims process.

• Escalate complex or sensitive situations according to established procedures.

• Meet quality, accuracy, and productivity targets.

Qualifications

• High school diploma or equivalent.

• 1+ year of contact center or customer service experience; insurance or claims experience preferred.

• Strong empathy and the ability to remain calm and reassuring with distressed callers.

• Excellent verbal and written communication skills.

• Proven ability to adhere to very specific scripting with high accuracy and attention to detail.

• Experience with Salesforce or a similar CRM preferred.

• Comfortable multitasking between active calls and system data entry.

What Success Looks Like

Customers feel heard and supported, every claim is captured accurately and completely, and each call meets carrier script and compliance standards.

Position Location:

Compensation Range:

Compensation Frequency:

Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com

Get early access to 50% of your earned wages at any time through our myFlexPay program.