Warranty Claims Representative
About The Position
ABOUT THE ROLE The Claims Representative is responsible for managing warranty claims from initial intake through final resolution while delivering a premier customer experience. This role requires strong analytical skills, clear communication, and the ability to balance accuracy, cost efficiency, and customer satisfaction. The Claims Representative serves as a key partner to customers, internal teams, and service providers, ensuring claims are processed effectively, documented thoroughly, and resolved in alignment with company standards. This position will work West Coast hours 8-5 Monday- Friday. Two days in office three days work from home at any Cornerstone Building Brand Window facility.
Requirements
- High School Diploma or equivalent required; Bachelor’s degree preferred.
- Professional experience in a claims or service role, preferably within the building materials industry will be considered in lieu of education.
- Experience with CRM systems is desired.
- Proficiency in Microsoft Excel, Word, and PowerPoint, with the ability to learn new systems quickly.
Nice To Haves
- Strong ability to interpret customer claims and apply relevant warranty coverage.
- Ability to read and interpret product specifications, drawings, and order confirmations.
- Exceptional analytical and problem-solving skills with the ability to identify root causes and recommend solutions.
- Strong verbal and written communication skills with a customer-centric approach.
- Ability to manage difficult discussions and mitigate customer dissatisfaction effectively.
- Strong attention to detail and accuracy in a fast-paced environment.
- Ability to work independently while supporting team and departmental goals.
- High curiosity, initiative, and willingness to grow in an evolving environment.
Responsibilities
- Claim Intake & Validation Receive, review, and validate incoming warranty claims to determine accuracy and required information.
- Initiate clarification calls to customers as needed to complete claim details.
- Maintain accurate claim documentation and communication updates within Dynamics 365 CRM.
- Claim Management & Resolution Create detailed work orders for Cornerstone Building Brands (CBB) Technicians and third-party vendors, optimizing cost, efficiency, and service quality.
- Monitor claim progress and ensure timely, cost-effective resolutions that enhance customer satisfaction.
- Administer service reimbursements and prepare settlement letters when applicable.
- Quality Review & Root Cause Analysis Conduct research to identify root causes of product or service issues.
- Collaborate with plant personnel, sales teams, and other departments to support long-term corrective actions and process improvements.
- Participate in discussions and initiatives aimed at reducing recurring issues and improving overall product and service quality.
- Communication & Reporting Prepare clear communications and updates for management regarding claim trends, issues, and opportunities.
- Ensure documentation and reporting for claims, resolutions, and settlement activities are accurate and complete.
- Perform additional duties as assigned to support departmental needs.
Benefits
- Full-time team members receive medical, dental and vision benefits starting day 1.
- Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.
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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
