Warranty Services Representative

Stefanini Group•Cuyahoga Falls, OH

2d•Onsite

About The Position

The Stefanini Group is hiring a Warranty Services Representative in Cuyahoga Falls, OH. This role is responsible for managing window and siding warranty claims, including filing, processing, ordering parts, and communicating with homeowners, contractors, distributors, and internal employees. The position requires strong computer skills, excellent customer service, and the ability to work in a fast-paced environment. Experience in the fenestration or building products industry is preferred.

Requirements

High school diploma or equivalent.
Strong computer skills including Microsoft Office Suite and internet.
Ability to communicate, both written and verbal with customers, internal organizations across AMI cross functionally.
Ability to work in a fast-paced, high-volume environment, utilizing strong customer service skills and attention to detail.
Ability to manage multiple priorities and meet deadlines in high-volume processing department.
Ability to read maps.
Ability to work independently and in team environments, supporting teammates at all levels.

Nice To Haves

Experience with SalesForce, Docuware, and AS400 preferred.
Fenestration or building products industry experience preferred.

Responsibilities

Schedule subcontractors to support warranty initiative lead times and customer satisfaction and ensure jobs are handled timely.
Identify and coordinate warranty resolutions with service providers and homeowners.
Confirm with service providers and homeowners to ensure customer satisfaction.
Focus on execution and timely responses to service providers and homeowners.
Appropriately handle escalations/complaints to senior management.
Initiate, process, and track progress of warranty claims in Salesforce CRM system.
Log incoming mail and scan all documents to Docuware document management system.
Order Entry in AS400 system for needed parts on approved claims.
Learn and maintain working knowledge of warranty coverage and warranty documents.
Communicate with homeowners, distributors, and contractors on claim process and approval or denial decisions.
Regular communication with Warranty Manager and corporate Warranty Services department.
Ability to follow-up and drive closure to claim execution in support of customer commitments.
Work with contractors to schedule and support warranty issues.
Other duties as assigned.