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Form of workJob Description
The Warranty Claim Representative is responsible for the triage and administration for all claim/repair inquiries within a timely manner, ensuring a high level of service. This role is responsible for performing clerical duties around the FG/Consumer repair lifecycles (data entry, drafting correspondence, cross system searches), policy administration (review of applicable warranties for coverage against case files), and customer service (interacting with customers by phone and email).
Duties and Responsibilities:
- Respond to all inquiry’s received by phone or email in a timely fashion.
- Exhibit professional and courteous demeanor, technical accuracy and conformance to company policies and practices.
- Document all inbound and outbound communications received for auditing purposes.
- Preform clerical duties associated with the FG/Consumer repair life cycle (data entry, information requests, drafting correspondence)
- Act as a liaison between sales, manufacturing, marketing, vendors, and customer service to resolve customer inquiries.
- Ensure data integrity of all claims information by validating submitted information against ERP systems to supplement quality programs.
- Administer all repair work orders submitted by gathering supporting information and reviewing applicable warranty policy to determine coverage.
- Collection and processing of customer payments for services purchased through service offers.
- Queueing of workorders into master schedule.
Qualifications/Skills:
- Associate, degree or prior work experience required.
- 3 years customer service experience required.
- 2 years’ experience in pool, manufacturing, distribution, or design industry required.
- Excellent telephone and interpersonal skills.
- Strong organizational skills, ability to multi-task and meet deadlines.
- Strong computer skills including proficiency in Microsoft Office Suite and ability to learn new computerized systems and programs.
- Ability to work with diverse customers and colleagues.
- Prior experience in conflict resolution and negotiation preferred.
Essential Job Functions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical abilities – lifting, standing, bending, climbing, operation of equipment/machinery, number of pounds to lift/push/pull, etc. include length of time for physical activity when possible (i.e. stand for 4 hours)
The salary range for this position is $20-$21 per hour
