Claims & Technical Services Coordinator

Tarkett•Solon, OH

6d•Hybrid

About The Position

The Administrative Claims Coordinator manages daily interactions with both internal and external customers concerning potential product issues or inquiries. This role ensures effective coordination between the company and its customers, delivering high levels of service and support. The coordinator must maintain positive business relationships internally and externally to promote company goals. They serve as the primary contact for filing administrative claims, analyzing those claims for accuracy, completeness, and eligibility, and facilitating their resolution to the customers' satisfaction. This position oversees the entire claims process, including entering, investigating, and closing claims within the established guidelines.

Requirements

Analyze claims data and ensure accuracy and completeness.
Thoroughly examine submitted carpet damage claims, including photos, documentation, and customer details to assess the validity of the claim based on warranty terms.
Identify potential issues with claims like inconsistencies, missing information, or suspected fraudulent activity.
Contact customers and dealers to gather additional information regarding the damage, installation details, and maintenance history.
Determine the appropriate course of action based on policy guidelines, including approving repairs, replacements, or denying claims.
Calculate the compensation amount for valid claims based on the extent of damage and warranty coverage.
Negotiate settlement terms with customers or dealers where necessary.
Generate return authorizations, arrange freight pickups, and manage claim-related freight concerns.
Collaborate with shipping to resolve shipping errors and expedite rush orders.
Provide credits to customers for validated claims.
Coordinate with the credit department to authorize replacements, resolve credit disputes, and process customer refunds.
Handle customer debit requests, ensuring accuracy and completeness.
Ensure accurate record-keeping of all claims and associated documentation.
Track outstanding claims and ensure prompt resolution.
Work with multiple departments to optimize the claims process.
Manage incoming phone calls from customers, sales representatives, and other departments promptly, efficiently, and professionally.
Participate in daily, monthly, and ad-hoc team meetings.
Complete required courses and participate in activities aimed at personal and professional development.

Responsibilities

Manage daily interactions with both internal and external customers concerning potential issues or inquiries.
Serve as the primary contact for administrative claims, analyzing claims data and ensure accuracy and completeness.
Thoroughly examine submitted carpet damage claims, including photos, documentation, and customer details to assess the validity of the claim based on warranty terms.
Identify potential issues with claims like inconsistencies, missing information, or suspected fraudulent activity.
Contact customers and dealers to gather additional information regarding the damage, installation details, and maintenance history.
Determine the appropriate course of action based on policy guidelines, including approving repairs, replacements, or denying claims.
Calculate the compensation amount for valid claims based on the extent of damage and warranty coverage.
Negotiate settlement terms with customers or dealers where necessary.
Generate return authorizations, arrange freight pickups, and manage claim-related freight concerns.
Collaborate with shipping to resolve shipping errors and expedite rush orders.
Provide credits to customers for validated claims.
Coordinate with the credit department to authorize replacements, resolve credit disputes, and process customer refunds.
Handle customer debit requests, ensuring accuracy and completeness.
Ensure accurate record-keeping of all claims and associated documentation.
Track outstanding claims and ensure prompt resolution.
Work with multiple departments to optimize the claims process.
Manage incoming phone calls from customers, sales representatives, and other departments promptly, efficiently, and professionally.
Participate in daily, monthly, and ad-hoc team meetings.
Complete required courses and participate in activities aimed at personal and professional development.