IKO North America-posted 2 months ago
Full-time
Kankakee, IL
1,001-5,000 employees

Reporting to the Warranty Claims Manager (U.S.), the Warranty Claims Representative is a key position within our team. You will be the voice of our organization and of our clients. But, more than that, you’ll also be a voice of compassion and care. Acting as the homeowner’s primary point of contact, you’ll listen, solve problems, answer questions and work to bring claims to conclusion.

  • Provide superior service to our customers by listening, analyzing problems, and resolving issues
  • Enter warranty claims into internal claim system
  • Evaluate and make recommendations to the Warranty Claims Manager regarding payment or declination of warranty claims
  • Process extended limited warranty applications
  • Demonstrate quality communications skills while exhibiting a high level of professionalism with extreme sensitivity to balancing homeowner’s concerns with limited warranty coverage limitations
  • Demonstrate the ability to de-escalate calls
  • Develop a familiarity with all of IKO’s residential roofing products
  • Identify areas of improvement for various processes and implement changes
  • Ad hoc projects
  • Minimum of 2 years of previous call center or customer service experience
  • Excellent communication skills
  • Strong technical/troubleshooting ability
  • Excellent multi-tasking abilities while maintaining attention to detail
  • Possess superior team work and organizational skills
  • Ability to adapt to change and work well in a fast-paced environment
  • MS Office, especially MS Excel, MS Word & MS Outlook
  • Word processing skills of at least 25 wpm
  • Salesforce experience preferred
  • High school diploma
  • Bilingual (Spanish) a plus
  • Competitive compensation
  • Health care
  • Progressive and challenging workplace
  • Commitment to teamwork and integrity
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