Claims Processing, Communication Skills, Construction, Cross-Functional, Customer Escalations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Detail Oriented, Distribution Channel, Document Management, Follow Through, IBM AS-400 Server, Lead Generation, Multitasking, Product Development, Project Tracking, Resolve Customer Issues, Time Management
Location: Cuyahoga Falls, OH 44223 (Onsite)
Duration: 06 Months (Contract)
Shift: Mon to Fri (8:00 AM to 4:30 PM)
Position Summary:- The Warranty Services Representative is responsible for filing, processing, and ordering any parts necessary for window and siding warranty claims as well as handling all communication surrounding those claims with all necessary parties including homeowners, contractors, distributors, and internal employees.
What to Expect:- Schedule subcontractors to support warranty initiative lead times and customer satisfaction and ensure jobs are handled timely
- Identify and coordinate warranty resolutions with service providers and homeowners
- Confirm with service providers and homeowners to ensure customer satisfaction
- Focus on execution and timely responses to service providers and homeowners
- Appropriately handle escalations/complaints to senior management
- Initiate, process, and track progress of warranty claims in Client CRM system
- Log incoming mail and scan all documents to Docuware document management system
- Order Entry in AS400 system for needed parts on approved claims
- Learn and maintain working knowledge of warranty coverage and warranty documents
- Communicate with homeowners, distributors, and contractors on claim process and approval or denial decisions
- Regular communication with Warranty Manager and corporate Warranty Services department
- Ability to follow-up and drive closure to claim execution in support of customer commitments
- Work with contractors to schedule and support warranty issues
- Other duties as assigned.
Quals--
What We’re Looking For:- High school diploma or equivalent
- Strong computer skills including Microsoft Office Suite and internet. Experience with Client, Docuware, and AS400 preferred
- Ability to communicate, both written and verbal with customers, internal organizations across AMI cross functionally
- Ability to work in a fast-paced, high-volume environment, utilizing strong customer service skills and attention to detail
- Fenestration or building products industry experience preferred
- Ability to manage multiple priorities and meet deadlines in high-volume processing department
- Ability to read maps
- Ability to work independently and in team environments, supporting teammates at all levels.
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eTeam Inc.
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