Lead Warranty Rep
About The Position
As the Lead Warranty Representative, you will provide day-to-day leadership and support to the Warranty team while serving as a key resource for complex and escalated warranty issues. This role assists the department supervisor or manager with coordinating daily activities, prioritizing workload, and ensuring the team provides timely, accurate, and exceptional customer service. The Lead Warranty Representative serves as a primary point of contact for wholesalers, manufacturers, contractors, and end-users, providing support by phone and email throughout the warranty process. This position independently researches and resolves complex, non-standard warranty claims and provides guidance and support to lower-level Warranty Representatives on escalated issues.
Requirements
- Requires a high school diploma or an equivalent combination of education and experience.
- At least 5 years related experience.
- Must have knowledge using SAP.
- Excellent written and verbal communication skills.
- Requires a working knowledge of products and parts.
- Must have full knowledge of warranty review processes.
- Must be able to provide work leadership and mentoring.
- May require advanced problem solving.
Responsibilities
- Provide customer service and technical support related to warranty claims, product registration, and online warranty tools.
- Review and process warranty claims, including researching complex or non-standard claims and determining appropriate resolutions in accordance with company policies and procedures.
- Serve as a resource for escalated warranty issues, providing guidance and support to team members and resolving issues that require additional research or expertise.
- Coordinate daily team activities and workload to help ensure timely and effective customer support, while providing work leadership, coaching, and guidance to Warranty Representatives.
- Collaborate with internal departments and external customers, including wholesalers, manufacturers, contractors, and end-users, to research and resolve warranty-related concerns.
- Assist the department supervisor or manager with team operations, customer service initiatives, and process improvements.
- Identify recurring issues or trends and communicate opportunities for improvement to leadership.
- Maintain professional and effective communication with customers and internal stakeholders through phone and email.
Benefits
- tuition reimbursement
- medical, dental, and vision insurance
- prescription drug coverage
- 401(k) retirement plan
- short-term disability insurance
- 8 weeks paid birthing leave
- 2 weeks paid bonding leave
- life and long-term disability insurance
- 12 days paid time off
- 2 paid well-being days
- 1 paid volunteer day
- 10-11 paid holidays
- 3 floating holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
