Warranty Services Representative

Stefanini Group•Cuyahoga Falls, OH

21h•Onsite

About The Position

Position Summary: The Warranty Services Representative is responsible for filing, processing, and ordering any parts necessary for window and siding warranty claims as well as handling all communication surrounding those claims with all necessary parties including homeowners, contractors, distributors, and internal Client employees. What to Expect: 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.

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

Filing, processing, and ordering any parts necessary for window and siding warranty claims
Handling all communication surrounding those claims with all necessary parties including homeowners, contractors, distributors, and internal Client employees
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