drjobs Warranty Claims Representative II

Warranty Claims Representative II

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1 Vacancy
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Job Location drjobs

Montgomery - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Description

The Warranty Claims Representative II will be responsible for the customer experience regarding the warranty reimbursement process for defective water heaters parts and labor claims coming from all customers across all product channels and applications. Ensure timely payment of all warranty claims including the processing of check requests for labor installation and defective product to consumers and business partners. Answer inbound phone calls and emails regarding warranties and inform customers of needed corrections rejections or denied warranty claims. Also responsible for resolving registration and warranty contract adjustments. Handle and resolve complaints.

This position will serve our Water Heating Division located in Montgomery AL



Responsibilities
  • Exhibit a high level of customer service diplomacy in maintaining a patient empathetic and friendly tone while being adaptable to changes and creating goodwill with internal and external customers.
  • Verify customer and warranty claim information for correctness checking it against previously obtained and available information as necessary.
  • Audit warranty forms vendor worksheets recap sheets and/or proof of purchase to determine validity of warranty and appropriate credit to the correct customer account.
  • Determine validity of installation labor or repair costs associated with defective parts and water heaters.
  • Accurately enter warranty data in appropriate system(s) including competitive warranty claims and models not recognized by the warranty system.
  • Work in and understand the warranty system parts system registration system phone and CRM systems to ensure proper documentation reimbursement and warranty resolution.
  • Receive inbound phone calls from homeowners distributors retailers and plumbers and handle calls in all the warranty related queues.
  • Ability to handle email claims questions and requests in the assigned warranty related email queues. Ensure timely handling resolution and follow up.
  • Advise homeowners how to obtain inwarranty repairs or replacement. Authorize refunds to homeowners for defective products where appropriate.
  • Ensure timely payment of all warranty claims including the processing of check requests for labor installation and defective product to consumers and business partners.
  • Register water heaters and be able to work in the warranty registration root system to solve warranty registration problems and questions.
  • Perform warranty contract adjustments in Oracle Install Base.
  • Pull preplanned reports in iWarranty.
  • Process a basic warranty claim in Oracle Trade Management.
  • Process basic RLC Return Unit claims.
  • Handle all aspects of commercial extended warranty contracts (processing billing and documenting).
  • Develop and maintain basic reports in Excel.
  • Organize plan and prioritize work.
  • Must attend work regularly.


Qualifications
  • High school diploma or general education degree (GED)
  • 2 years of experience in data entry claims warranty or accounts receivable (or equivalent education)
  • Call center or call center related experience and customer needs.
  • Basic data entry of 30 words per minute (will be assessed)
  • Email and electronic scheduling skills (will be assessed)
  • Intermediate MS Office Skills Word Excel and Outlook (will be assessed)
  • Warranty or accounting system experience.
  • Ability to read and comprehend short correspondence and memos
  • Ability to carry out instructions furnished in written oral or diagram form
  • Ability to effectively navigate through several computer programs simultaneously.
  • Ability to prioritize multiple tasks and deal with numerous interruptions
  • Demonstrated ability to work well with others in a team environment
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to effectively problem solve and work toward resolution.
  • Demonstrate a high level of customer service diplomacy in stressful situations.
  • Good organizational time management and multitasking skills.
  • Strong active listening skills.
  • Demonstrate ability to work well with others in a team environment
  • Able to work weekends staggered shifts and holidays

#LITM2

#LIHYBRID




Required Experience:

Unclear Seniority

Employment Type

Full-Time

Company Industry

Department / Functional Area

Customer Service

About Company

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