What you would be doingwarranty claims
technical support
customer service
sox compliance
data entry
claims processing
This unique Customer Care Representative (Product Warranty Claims) position will be the first point of contact for warranty inquiries and claims, supporting all Westlake Royal Roofing and Stone products.
- Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims.
- Ensures SOX compliance processes are followed, and necessary documents are verified and kept on file as needed
- Answer technical Inquiries (e.g. product inquiries, installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate.
- Provide product availability to customers per department guidelines and negotiate labor costs with customers.
- Log and update customer care requests and maintain warranty information in database.
- Comply with Company Safety Policies and Procedures.
- Follow product and policy for complaint resolutions within approved DOA Matrix.
- Request credits and cheque requests for all Westlake Royal Roofing Solutions warranty claims. Generate replacement orders for customer resolution.
- Service inbound and initiate outbound customer service calls to ensure that customer claims are handled in a timely, accurate and perceived in a superior manner, by the Westlake customer base.
- Review and analyze customer warranty repair requests/claims to ensure compliance with warranty guidelines.
- Perform investigations to validate the legitimacy of claims.
What you bringsap
windows
claims adjuster
customer service
organization
decision-making
While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required.
EDUCATION AND/OR EXPERIENCE
- Claims adjuster background preferred.
- Investigation and negation experience is required.
- Time management skills
- Regular attendance, timeliness, and scheduling flexibility.
- Organization skills
- SAP knowledge preferred.
- Able to Multitask
- One-year certificate from college or technical school
- Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems.
- Investigative or negotiation experience
- Decision-making skills
- Proficiency with Windows based software (specifically Excel, Word, and PowerPoint) required.
- Strong communication skills (verbal and written).
- Customer Service background required.
- Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.
- 1 - 2 years claims handling or similar experience
BenefitsOur compensation reflects the cost of labor across several US markets. The base pay for this role is starting at $52,000. This range is based on relevant market data in our lowest and highest geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, experience and skillset. Westlake is a total compensation company. Dependent on the position offered, sign on payments, and other forms of compensation may be provided as part of a total compensation package (also to include a full range of medical and other benefits).
Hybrid Position: 3 days in office and 2 days remote
Training + DevelopmentInformation not given or found