General Summary of Position
Responsible for resolution of warranty related activities, with the goal of maximizing customer satisfaction while controlling warranty-related expenses.
Essential Functions and Responsibilities
- Manage day-to-day warranty operations by serving as a primary point of contact for customers via phone and email, providing guidance on maintenance issues, coordinating with subcontractors, warranty stations, and internal teams, and ensuring timely scheduling and resolution of service requests.
- Track and monitor warranty activity by maintaining accurate records of incoming requests, managing follow-ups, and preparing and updating daily and weekly reports to ensure visibility and accountability.
- Coordinate warranty repairs and inspections by partnering with internal staff and vendors to plan and schedule work based on workflow, project needs, and resource availability while maintaining strong working relationships to ensure quality and efficiency.
- Support customer relations and administrative processes by collaborating with corporate teams on customer-related projects, researching account history, preparing monthly reports and analysis for management, and processing documentation such as purchase letters and warranty transfers.
- Ensure operational compliance and support team needs by adhering to company policies and procedures and completing additional projects and duties as assigned.
QUALIFICATIONS – Knowledge, Skills & Abilities
Education | High school diploma required |
Licenses/Certifications | None required |
Years of Experience | Minimum of 3 years of experience in customer service, preferably in a high call-volume or service coordination environment |
Required Skills & Abilities | Strong customer service orientation with the ability to manage and resolve customer concerns effectively Excellent verbal and written communication skills Strong phone skills with the ability to handle high call volumes professionally and efficiently Effective listening skills with an approachable, calm, and solutions-focused demeanor Ability to assess customer needs, troubleshoot issues, and determine appropriate next steps |