Warranty Claims Representative II

Rheem Manufacturing Company•Fort Smith, AR

11h•Hybrid

About The Position

The Warranty Claims Representative II receives and processes warranty returns for defective products or parts from customers across product channels and applications. The role provides customers with information about returned goods authorizations, rejections, and denied warranty claims. This hybrid position serves Rheem North America in Fort Smith, Arkansas; Montgomery, Alabama; or O’Fallon, Missouri, with four days in the office and one remote day after training.

Requirements

High school diploma or GED.
At least 2 years of experience in data entry, claims, warranty, accounts receivable, or a related field.
Basic typing and data-entry proficiency.
Proficiency with email, scheduling, and Microsoft Office, including Word, Excel, and Outlook.
Experience with warranty, accounting, or CRM systems.
Strong written and verbal communication skills.
Ability to follow written and verbal instructions.
Comfort navigating multiple computer systems simultaneously.
Strong organizational, time-management, and multitasking skills.
Ability to prioritize work and adapt to changing demands.
Effective problem-solving and decision-making skills.
Strong customer service, diplomacy, and conflict-resolution skills.
Active listening skills and attention to detail.
Ability to collaborate effectively in a team environment.
Equivalent combinations of education, experience, and skills may supplement the minimum job requirements.

Nice To Haves

Call center and customer service experience preferred.

Responsibilities

Deliver professional, patient, empathetic, and solution-oriented customer service to internal and external customers.
Review and verify customer and warranty claim information for accuracy and completeness.
Audit warranty claims, supporting documentation, vendor worksheets, recap sheets, and proof of purchase to determine eligibility and reimbursement.
Evaluate installation, labor, repair, and product-related costs associated with warranty claims.
Process and accurately enter warranty data into company systems, including claims involving unrecognized or competitive products.
Use warranty, registration, parts, CRM, phone, and related systems to document, track, and resolve customer issues.
Respond to inbound calls, emails, and inquiries from customers, distributors, retailers, contractors, and business partners regarding warranty matters.
Guide customers through warranty repair, replacement, registration, and reimbursement processes.
Ensure timely processing and payment of warranty claims, refunds, credits, and related transactions.
Maintain and update warranty records, registrations, contract adjustments, and claim documentation in applicable systems.
Process warranty claims, product returns, and extended warranty contract activities in accordance with company policies.
Create and maintain reports and data in Excel and other business systems.
Perform other duties as assigned.