Customer Care Specialist

The Customer Care Specialist is a key member of the Stone Martin team, responsible for intaking and managing warranty-related inquiries, claims, and support. The primary objective of this role is to provide efficient and effective assistance to customers who have purchased homes from the company, ensuring their concerns are addressed promptly and in accordance with company policies. The individual in this role plays a critical role in maintaining customer satisfaction, resolving warranty-related issues, and upholding the company's reputation for quality and superior service.

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Full Time*

Key Responsibilities:

• Warranty Claims Handling: Receive and enter warranty claims from customers through various communication channels, such as phone, email, online portals, or in-person interactions.
• Product Knowledge: Develop an in-depth understanding of the company's products and their associated warranty coverage to accurately explain warranty claims and provide relevant information to customers.
• Customer Support and Troubleshooting: Assist customers in understanding warranty terms, coverage, and claim procedures. Assist in determining whether issues qualify for warranty coverage and provide basic diagnostic, troubleshooting, and technical assistance for warranty and non-warranty issues.
• Claim Verification: Verify the eligibility of warranty claims based on purchase date, warranty period, and adherence to the warranty terms and conditions.
• Documentation and Record Keeping: Maintain accurate and detailed records of warranty claims, customer interactions, and claim resolutions in the company's CRM system or relevant databases and assist in updating any necessary documentation pertaining to the Warranty department.
• Resolution of Claims: Assist the Warranty Superintendents with coordinating the repair, replacement, or refund processes for approved warranty claims in coordination with relevant teams and departments, such as field staff, sales, product development, and logistics in order to provide seamless warranty service and ensure customer claims are resolved in a timely and satisfactory manner.
• Fleet Management: Oversee and maintain compliance with fleet management policies and procedures.
• Communication: Keep customers informed about the status of their warranty claims, expected timelines, appointment scheduling, and any necessary follow-up steps. Maintain and communicate the on-call warranty schedule to relevant team members in the warranty department.
• Warranty Policy Communication: Educate customers about the terms and limitations of warranty coverage to manage expectations and avoid misunderstandings.
• Customer Feedback: Gather feedback from customers regarding their customer experiences, product performance, and suggestions for improvements. Share insights with relevant internal teams for continuous improvement and service recovery.
• Compliance: Ensure compliance with warranty policies, procedures, and regulatory requirements while processing warranty claims.
• Training and Knowledge Sharing: Stay up to date with product developments and changes in warranty policies. Share knowledge with colleagues to enhance overall team performance.
• Metrics and Reporting: Monitor and report on key performance indicators (KPIs) related to warranty claims, including turnaround time, claim approval rates, and customer satisfaction.

Qualifications and Requirements:

• High school diploma or equivalent.
• Strong verbal and written communication skills, with the ability to explain warranty policies, procedures, and technical information in a clear and understandable manner.
• Excellent problem-solving and analytical skills to assess warranty claims and make informed and appropriate decisions.
• Customer-focused attitude with a commitment to delivering high-quality service and support.
• Basic computer literacy and proficiency in using customer service software and CRMs.
• Attention to detail and accuracy in claim documentation and verification.
• Previous experience in customer service, warranty management, or related fields is desired but not mandatory.

• Familiarity with warranty regulations and consumer protection laws is advantageous. • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

• Willingness to adapt to changes in processes and procedures as required by the organization.

Physical Requirements: The Customer Care Specialist position is a physically demanding position that requires the following:

• Ability to stand, walk, and/or sit up for 8 or more hours per day.
• Repetitive use of hands in an office environment; use of a computer, phone, copier, etc.
• Hearing and talking with several people during or most of the entire work shift
• Being able to move around in the office/work area independently
• Ability to climb stairs to reach upstairs office areas multiple times a day

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person