Responsibilities:

• Warranty Claims Processing: Review and process warranty claims, ensuring all documentation is complete and accurate. Coordinate with customers, service providers, and internal teams to resolve claims effectively.
• Customer Support: Act as the primary point of contact for customers regarding warranty inquiries. Provide timely, clear, and professional responses to all customer questions and issues.
• Product Knowledge: Develop and maintain a comprehensive understanding of the company’s products, warranty policies, and procedures to provide accurate information and guidance.
• Claims Management: Track and document the status of warranty claims from initiation through completion, ensuring proper follow-up and communication with all parties involved.
• Documentation and Reporting: Maintain detailed records of warranty claims, resolutions, and common issues to assist with trend analysis and continuous improvement initiatives.
• Vendor & Contractor Coordination: Collaborate with approved service providers, ensuring they adhere to warranty terms and provide quality service to our customers.
• Quality Feedback: Provide feedback to the product and quality assurance teams on recurring product issues identified through warranty claims, helping to improve future product development.

Requirements:

• Experience: 1-3 years of experience in a customer service/call center environment, warranty, or claims processing role, preferably within the home improvement, fireplace, or appliance industry.
• Education: High school diploma or GED required; Associate’s or Bachelor’s degree in a related field is a plus.
• Technical Skills: Must be  proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Product Knowledge: Familiarity with fireplace products or related appliances is a plus but not required.
• Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and professionally to both customers and internal teams.
• Attention to Detail: Strong organizational skills and attention to detail for processing and managing claims accurately and efficiently.
• Problem-Solving: Ability to handle challenging customer situations with patience and professionalism, working towards mutually satisfactory solutions.