Mechanical Support Warranty Representative
About The Position
Welcome to Love's Our Truck Care Operations Support team is looking for a Mechanical Support Warranty Representative to provide exceptional customer service for the OEM warranty claim process. The Mechanical support dispatch is responsible for filing the OEM warranty claims as they come in through shop connect. Also staying in contact with our OEM Representative on the process with filling each claim and as well as fleet charge process. Job Functions: Provides the highest quality customer service and exceeds expectations of internal and external customers by handling all questions, with billing and inquiries of the filling the OEM warranty claims, With the highest degree of courtesy and professionalism. Utilize proprietary and non-proprietary software systems to track, log, and file each claim and to follow up with the Mechanic Support Coordinators insuring each invoice is billed correctly before filing the warranty claim. Creatively solves Truck Care shop issues and provides resolutions to the Truck Care Shops with OEM billing and Fleet Charge issues. Escalates issues as needed to the appropriate individuals or departments. Detailed documentation of OEM Warranty and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner. Follow-up of Truck Care cases and escalations to management, other departments, customers, etc. and posts resolutions to case records. Generates reporting daily, weekly, monthly, and quarterly regarding OEM Warranty and Fleet Charger performance metrics, resolution status, and historical trends. Performs project functions for the team such as invoicing, warranty entry, support functions, reporting, etc. Other duties assigned as needed
Requirements
- HS Diploma or equivalent required
- 2-3 years Warranty experience and data entry plus.
- Hard skills: Microsoft Office knowledge, Customer Service Software, and 30+WPM
- Soft Skills: Excellent verbal and written communication skills, customer focused, ability to learn quickly, strong management skills, team player, attention to detail, ability to resolve conflicts and diffuse situations, thorough follow-up, and ability to multitask
Nice To Haves
- Previous experience with tire care or roadside service is a plus
Responsibilities
- Provides the highest quality customer service and exceeds expectations of internal and external customers by handling all questions, with billing and inquiries of the filling the OEM warranty claims, With the highest degree of courtesy and professionalism.
- Utilize proprietary and non-proprietary software systems to track, log, and file each claim and to follow up with the Mechanic Support Coordinators insuring each invoice is billed correctly before filing the warranty claim.
- Creatively solves Truck Care shop issues and provides resolutions to the Truck Care Shops with OEM billing and Fleet Charge issues. Escalates issues as needed to the appropriate individuals or departments.
- Detailed documentation of OEM Warranty and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
- Follow-up of Truck Care cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
- Generates reporting daily, weekly, monthly, and quarterly regarding OEM Warranty and Fleet Charger performance metrics, resolution status, and historical trends.
- Performs project functions for the team such as invoicing, warranty entry, support functions, reporting, etc.
- Other duties assigned as needed
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
