Customer Experience Associate, Claims & Returns
About The Position
As a Customer Experience Associate, Claims & Returns , you will support our distributor network, sales team, and end users by managing day‑to-day warranty claims, pre‑sale inquiries, installation support, and product returns. In this role, you will enter, review, and resolve claims; coordinate samples and inspections; maintain accurate system documentation; and ensure customers receive timely updates throughout the process. Your ability to stay organized, communicate clearly, and manage detailed case information will directly improve the customer experience and uphold our service standards.
Requirements
- Strong problem‑solving skills with the ability to make sound decisions.
- Ability to handle difficult or emotional customer situations with professionalism.
- Excellent interpersonal and communication skills, including listening, negotiation, and empathy.
- Must have excellent telephone etiquette.
- Demonstrated ability to react well under pressure.
- Excellent verbal and written communication skills.
- High level of accuracy and thoroughness in all work.
- Proficient in Microsoft Word, Excel, and Outlook.
- High school diploma or GED
Responsibilities
- Answer incoming calls regarding warranty claims, technical data, installation, care, and maintenance.
- Enter, review, and manage warranty claims; request samples or third‑party inspections when needed.
- Maintain the claim system with up‑to-date notes, documentation, and status updates.
- Keep consumers and/or Home Depot stores informed throughout the claim lifecycle.
- Provide detailed approval or denial letters upon claim resolution.
- Monitor and respond to emails in shared Customer Service inboxes.
- Coordinate product returns with internal shipping and technical teams.
- Manage appeal documents and review them with Management.
- Perform additional duties as needed to support customer experience operations.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
