Customer Service Warranty Manager

Holden Roofing•San Marcos, TX

3d•Onsite

About The Position

This role focuses on providing exceptional customer service, troubleshooting technical issues, and managing warranty-related tasks, particularly concerning roofing. The manager will be responsible for addressing customer inquiries, resolving issues, installing, repairing, and maintaining customer homes (especially roofs), conducting inspections, and documenting all interactions. Collaboration with internal teams and staying updated on product knowledge are also key aspects of the position. The role requires the ability to work until jobs are completed each day, starting from 8 am, and involves some knowledge of roofing with a desire to learn more.

Requirements

High school diploma
Previous experience in a customer service role is highly desirable.
Strong problem-solving skills with the ability to think analytically and logically.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
Proficient computer skills with the ability to navigate multiple systems simultaneously.
Ability to work independently as well as collaboratively in a team environment.
Must be able to work all hours from 8am till jobs are completed each day.
Must have some knowledge of roofing and desire to learn more.

Nice To Haves

Technical certification or degree preferred.

Responsibilities

Provide exceptional customer service by addressing customer inquiries and resolving issues in a timely and professional manner.
Troubleshoot and diagnose technical problems.
Install, repair, and maintain customer homes, including but not limited to all types of roofs.
Conduct inspections of customer premises to ensure proper functioning of equipment and identify potential issues.
Collaborate with internal teams to escalate and resolve complex technical problems.
Document all customer interactions, including inquiries, complaints, and resolutions, in a clear and concise manner.
Stay up to date with product knowledge and industry trends to effectively assist customers.