Dealer Warranty Support Specialist

Trane Italia•Saint Peters, MO

2d•Remote

About The Position

As a Dealer Warranty Support Specialist, you will be the go-to expert for all warranty-related inquiries and issues. You will play a crucial role in assisting our dealers and customers, ensuring they have a seamless and positive experience with their warranty needs. This position involves significant customer interaction through various means, including phone calls, texts, and electronic requests. It requires effective communication skills and the ability to manage a high volume of inquiries across multiple channels. Your ability to communicate effectively, solve problems efficiently, and provide exceptional customer service will be key to your success in this role.

Requirements

Associates degree or equivalent preferred; 3-5 years’ experience in customer service or warranty support required.
Demonstrated ability to efficiently use Microsoft Office Suite (Word, Excel, Outlook) and other relevant software applications.
Customer Service: Strong commitment to providing exceptional customer service and maintaining positive relationships with internal and external customers.
Communication: Clear and effective verbal and written communication skills.
Time Management: Efficiently manage multiple tasks and prioritize workload to meet customer demand.
Problem-Solving: Ability to analyze issues, identify root causes, and implement effective solutions.
Technical Knowledge: Familiarity with the products and services offered by the company, and the ability to understand technical specifications and requirements.
Attention to Detail: Meticulous attention to detail to ensure accuracy in capturing customer information, claims data management and processing, managing customer orders between multiple applications.
Collaboration: Effective teamwork with cross-functional groups, fostering cooperation and support. Strong interpersonal skills and active participation.
Adaptability: Ability to adapt to changing processes, policies, and technologies.

Nice To Haves

Experience with Salesforce, warranty management system and/or retail point-of-sale applications is highly desired.
Understanding of warranty policy and procedures is preferred.

Responsibilities

Serve as the go-to expert for dealers and customers on all warranty-related inquiries, claims, and support. Responsibilities include warranty lookup, claim and order entry, claim and order tracking, credit status, warranty return shipment labels, self-service assistance, and addressing other warranty inquiries.
Review, process, and manage warranty claims and order requests submitted by dealers and technicians in accordance with company policies and procedures, ensuring all necessary information and documentation is provided.
Stay up-to-date on warranty processes, policies, and procedures for Residential, Commercial, and Supply warranties, while providing clear and accurate information to dealers and customers about warranty coverage, terms, and conditions.
Collaborate with internal teams to resolve warranty issues promptly and effectively, assisting customers in troubleshooting warranty-related problems by working closely with the customer, supply store, and warranty teams to find appropriate solutions.
Provide support to Trane Technologies employees by addressing warranty inquiries, facilitating claim filing processes, and resolving system-related questions pertaining to P21 and WMS.
Help to provide detailed documentation of troubleshooting steps and resolutions to improve standard work and other resources.
Maintain a comprehensive understanding of warranty terms, processes, and procedures, including those specific to Residential, Commercial, and Supply warranties.
Stay current on warranty policies and state laws and effectively communicate their impact on warranty terms to customers.
Maintain professional and effective communication with customers, dealers, and internal support teams by providing updates on claim status, answering questions regarding warranty terms and guidelines, conducting regular follow-ups to ensure satisfaction, and addressing any ongoing concerns in a timely manner.
Stay informed on common warranty trends to assist customers and internal teams with troubleshooting issues and identify opportunities for process improvements to contribute to the development of best practices in warranty support.
Identify and resolve discrepancies in warranty claims by collaborating with internal teams on complex issues.
Assist customers in identifying the correct warranty parts, verify that failure reasons align with warranty policies, and process claims efficiently to ensure first-time approval.
Keep current on Trane and American Standard product and parts to provide premier customer experience and to drive a positive warranty experience.
Build a relationship between customers, supply stores and Warranty admin teams to enhance the overall warranty experience.
Communicate with customers through various channels, including phone, email, and text, to address inquiries, provide support, and resolve issues efficiently.

Benefits

Health insurance
Holistic wellness programs with generous incentives
Family building benefits include fertility coverage and adoption/surrogacy assistance.
401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
15 vacation days
9 paid holidays
3 floating holidays
Sick leave
Additional options to support volunteer and parental leave.
Educational and training opportunities through company programs
Tuition assistance
Student debt support.