Customer Care Product Warranty Claims Analyst

Westlake•Lathrop, CA

1d•Onsite

About The Position

This unique Customer Care Representative (Product Warranty Claims) position will be the first point of contact for warranty inquiries and claims, supporting all Westlake Royal Roofing and Stone products. The role is based in the Lathrop, CA Customer Service Office.

Requirements

Proficiency with Windows based software (specifically Excel, Word, and PowerPoint) required.
Customer Service background required.
Investigation and negotiation experience is required.
Detail-oriented.
Able to Multitask
Problem-solving
Organization skills
Decision-making skills
Time management skills
Documentation Accuracy
One-year certificate from college or technical school
1 - 2 years claims handling or similar experience
Investigative or negotiation experience.

Nice To Haves

SAP knowledge preferred.
Salesforce knowledge preferred.
Claims adjuster, processing, adjudication and resolution background preferred.
Criminal Justice background

Responsibilities

Service inbound and initiate outbound customer calls to ensure that customer claims are handled in a timely, accurate and perceived in a superior manner, by the Westlake customer base.
Request credits and cheque requests for all Westlake Royal Roofing & Stone Solutions warranty claims. Generate replacement orders for customer resolution.
Provide product availability to customers per department guidelines and negotiate labor costs with customers.
Answer technical Inquiries (e.g. product inquiries, installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate.
Review and analyze customer warranty repair requests/claims to ensure compliance with warranty guidelines.
Conduct investigations into potential fraudulent claims.
Perform investigations to validate the legitimacy of claims.
Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims.
Log and update customer care requests and maintain warranty information in database.
Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.
Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems.
Follow product and policy for complaint resolutions within approved DOA Matrix.
Comply with Company Safety Policies and Procedures.
Regular attendance, timeliness, and scheduling flexibility.
Ensures SOX compliance processes are followed, and necessary documents are verified and kept on file as needed.
Perform all other duties as directed by the Claims Supervisor or Claims Manager.