Customer Care Specialist

  • Full Time
  • Anywhere
  • Posted 3 weeks ago

Job Description


Title: Claims Customer Care Specialist

Location: Nashville, TN

This role is work-from-anywhere, excluding the following states and territory: Alabama, Arkansas, Delaware, Iowa, Kansas, Maine, Mississippi, Nebraska, New Hampshire, North Dakota, Oklahoma, South Dakota, West Virginia, Wyoming, Puerto Rico

At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Lyft is looking for enthusiastic team members to enhance our growing Claims team as Customer Care Specialists. This person will be responsible for scaling, maintaining and optimizing a safe and happy community of Lyft’s drivers and passengers. We’re looking for someone motivated to go above and beyond for our community members to instill trust in the Lyft platform. The Claims team is responsible for getting our drivers back on the road efficiently and effectively. Leveraging technologies so as to provide world class customer service. The team proactively solves problems by implementing solutions to make Lyft operations safer, efficient and an overall better experience.

Our Claims Customer Care Specialist is the first point of contact for Lyft drivers after they experience a loss. Our service must be best in class as our driver’s well being and livelihood depend on us getting them back to pre-loss condition as soon as possible. This position is for career focused individuals looking to start their career in insurance claims. We are looking for best-in-class service professionals and will provide the training needed. In addition, we provide the training necessary to secure a Property and Casualty Adjuster’s license, which is a requirement of this role. Our Claims team has a very important role at Lyft, therefore, we believe it is important to provide our representatives with the best benefits and coaching support to ensure a successful and rewarding career.


  • Provides excellent customer service by promptly and courteously responding to all inbound inquiries regarding Personal Insurance claims
  • Performs initial capture of new Auto claims; Processes all “First Notice of Loss” and performs enhanced capture steps as needed. Capture new claims and service existing claims through effective collaboration with internal and external partners
  • Set expectations with customers on when updates on their claim status will be provided
  • Demonstrates understanding of coverage periods and policies to provide guidance and assistance to callers based on their needs; and may make limited recommendations on enhancements as needed
  • Processes caller transactions accurately and within established Contact Center time standards. Manages and utilizes time effectively to ensure the required service levels for call capture and service handle time as well as quality and customer satisfaction standards are met
  • Efficiently utilizes on-line reference materials to provide accurate and timely information and counsel to customers. Effectively operates systems and
    applications including computer desktop, Google suite , call center specific phone systems and the internet
  • Develops and continuously builds product, procedural and technical systems knowledge. Completes licensing and continuing education requirements
  • Ability to work a flexible schedule between the hours of the call center is a must


  • High School degree or equivalent training or experience in a business related field, or a minimum of 6 months related work experience is required. Customer Service experience preferred
  • Ability to work effectively in a team environment
  • Ability to learn and adapt to various external systems for claim processing
  • Ability to input data with accuracy and precision
  • Ability to review record and organize written data from a variety of sources
  • Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a structured work environment, are required
  • Ability to handle confidential and proprietary information is critical. Proficiency with computers is mandatory
  • Knowledge of Google, MAC and keyboard shortcuts is desired
  • Must be able to type a minimum of 25 WPM
  • Bilingualism highly preferred


  • Great medical, dental, and vision insurance options
  • Mental health benefits
  • Family building benefits
  • In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
  • 401(k) plan to help save for your future
  • 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
  • Pre-tax commuter benefits
  • Lyft Pink – Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program


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