Associate Warranty Specialist

Kolpak•Parsons, TN

7d•Onsite

About The Position

The Associate Warranty Specialist provides warranty management services to customers under close supervision, ensuring claims are processed promptly and in accordance with established warranty guidelines, contracts, and coverage. The role analyzes labor and parts claims for legitimacy and coding accuracy, escalates or redirects issues to appropriate functions or staff, and approves and processes claims up to a limit specified by direct management. This is an entry-level position in the job family, involving routine problems and requiring basic interpersonal skills and the ability to learn and apply established processes and procedures. The position provides field service support by processing installation, preventive maintenance, labor, parts, and product-improvement claims. It manages work-in-process levels against agreed KPIs, responds to customer inquiries by email, writing, or phone, and supports customer relationships and retention. The role is based in Parsons, Tennessee, in a typical office environment, and reports directly to the Senior Director of Service.

Requirements

High school diploma or equivalent.
At least 1 year of customer service or technical service experience.
Familiarity with MS Office applications and ability to operate all related equipment for the role.
Customer-oriented approach and ability to effectively deal with all levels of internal and external contacts.
Effective communication and interpersonal skills.
Basic planning, problem-solving, and analytical skills.
Ability to function in a fast-paced environment and cope with frequent changes, delays, or unexpected events.
Ability to sit for long periods of time.
Ability to lift 25 pounds.
Ability to wear all required personal protective equipment (P.P.E.).

Responsibilities

Provide field service support through timely and accurate processing of installation, preventive maintenance, labor, parts, and product-improvement claims.
Manage work-in-process levels to agreed KPIs, including accurate and timely claim data entry consistent with policy and procedures.
Respond to customer inquiries by email, written communication, or phone in a timely manner.
Develop and implement strategies and best practices for customer relationship management and retention.
Collect and analyze customer feedback to guide continuous improvement of customer care services.
Respond to customer issues in a way that promotes issue resolution and customer retention.
Provide routine account servicing, including account setup and activation, and maintain customer account data and contact information.
Contact distributors, service companies, customers, or appropriate management to clarify or obtain information needed to analyze claims.
Complete phone audits with customers about their service experience.
Participate in process improvements as needed.
Complete other related assigned tasks.
Analyze labor and parts claims for legitimacy and coding accuracy; escalate or redirect issues as appropriate.
Approve and process claims up to the dollar amount specified by direct management.