Job Description
As a Warranty Claims Processing Agent, you will review and validate claims submitted by the outside sales force as well as the installer and dealer network. This role requires construction knowledge and skills in service and warranty operations, strong organization and communication skills, and lends itself to considerable career growth potential. We offer a fun and challenging work environment where the right candidate will learn and grow with the company. We pride ourselves on teamwork and quality customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Review warranty documentation for validating warranty claims
- Support the outside sales force as well as the installer and dealer network in the processing of those claims selected for review through the systematic examination of all submitted warranty claims
- Determine warranty repair eligibility by program guidelines through technical analysis of repair, adherence to warranty policies and procedures, and proper claiming of parts and labor
- Track the status of submitted claim documentation through the completion
- Provide stakeholders with feedback on warranty claim concerns detected while providing exceptional customer service
- Advise Field Service Representatives of warranty account status with emphasis on unsettled claims
- Track claim payment system for potential issues and review by the Client’s claim systems team
Job Requirements
COMPETENCIES and CHARACTERISTICS (preferred)
- Knowledge Retention - To provide the highest quality support to customers, agents must be able to learn and memorize a large amount of information
- Detail-oriented with strong organizational, negotiation, influential, and customer service skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently
- Flexibility – The agent should be able to aid various types of customers from different industries. They should have the ability to focus on the warranty issues and provide solutions while maintaining a professional demeanor always
- Friendly - Project a warm and friendly image, consistently maintain a positive demeanor
- Customer service focused - Must be able to stay calm in difficult situations. Must be able to gain and maintain control of customer conversations while providing world-class customer service
- Effective Communication Skills both written and spoken - Strong communication skills, listening to the caller, digesting the information, and effectively conveying a solution quickly and efficiently
- Strong analytical and problem-solving skills - Must be able to find workable solutions for any problems they might face
EDUCATION and/or EXPERIENCE
- Minimum of 5 years of building industry claims handling experience
- Minimum 1-2 years window & door technical background
- Working experience with dealer and building contractor operations processes
- High school diploma or General Equivalency Diploma (GED)
- Proficiency with MS Office products (Outlook, Word, Excel,) and claims-related software applications
- The ability to perform basic math calculations (addition, subtraction, multiplication, and division) as well as the calculation of averages and percentages
- Ability to interpret a wide variety of technical instructions and deal with several abstract and concrete variables
LANGUAGE SKILLS
- Full professional proficiency in English
- Minimum professional proficiency in Spanish is a plus
