Warranty And Customer Support Representative

Position Title: Warranty and Customer Support Representative

FLSA Classification: Non-Exempt

Reports To: Customer Service Supervisor

Summary/Objective:

The Warranty and Customer Support Representative will provide excellent customer service. This role is the first line of customer contact and is accountable for ensuring customer technical issues and questions are resolved quickly and accurately. Role will occasionally assist in aftermarket order entry and Customer service.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Troubleshoot and diagnose technical issues regarding Dicor and InVision products. Receive inbound customer email and phone inquiries related to technical issues and questions.
• Process warranty returns. Includes inspection of product, repair/return, salvage components and log returns for status and inventory purposes. Properly enter and maintain warranty claim information in Excel.
• Enter product orders for replacements parts and new products, supply technical documentation to retail customers, dealers and OEMs as needed.
• Responsible for providing customer feedback to management in a timely manner, document trending issues and report to management.
• Accurately pull replacement part orders for order fulfillment.
• Process credits for aftermarket customers.

Characteristic Duties:

• Ability to foster and maintain positive customer relations by demonstrating a professional and positive work ethic.
• Excellent organizational and time management skills and detail oriented. Ability to work in a fast-paced environment.
• Ability to multitask
• Other various duties as assigned to support the organization.

Competencies:

• Technical Capacity
• Organizational Skills
• Exceptional Customer Service Skills
• Initiative
• Decision Making
• Problem Solving / Analysis
• Customer / Client Focus

Supervisory Responsibility:

N/A

Work Environment:

This job operates in a professional office setting within a manufacturing environment. This role routinely uses standard office equipment such as telephones, computers, printers, filing cabinets and fax machines. Moderate noise (i.e. business office with computers, phones, printers and noise from manufacturing equipment). This list is not all inclusive. May operate on occasion within the manufacturing environment at customer locations.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard. The employee may frequently be required to handle or feel, and reach with hands and arms. The employee may be required to lift/move up to 50 pounds.

Position Type and Expected Hours of Work:

This is a full-time position, and the hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m.

Travel:

Less than 10%

Required Education and Experience:

• 2+ years of customer service experience
• Working knowledge of MS Office, Outlook, and Explorer

Preferred Education and Experience:

• Ring Central experience a plus
• 1+ years customer service phone experience

EEO Statement:

All divisions of Airxcel provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties:

Please be advised this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.