POSITION SUMMARY
The Warranty Services Representative provides advanced assistance to customers over the phone or through electronic communication in diagnosing and solving documented and undocumented service and installation issues.

ESSENTIAL FUNCTIONS

• Provides verbal and written assistance to customers on product services, and general product questions for complex multi-family and/or large scale commercial projects.
• Explains and interprets warranty information to customers as they apply to products.
• Arranges for malfunctioning or defective items to be returned for repair or replacement.
• Uses computerized system for tracking requests, troubleshooting problems, assessing parts or spares inventory, documenting resolutions, or determining warranty eligibility.
• Coordinate dispatching third-party contractors
• Follow-up on calls to ensure resolution.

Required for All Jobs

• Performs other duties as assigned

EDUCATION AND EXPERIENCE REQUIRED
Minimum of an Associates Degree required from a Business School Certificate/Diploma or other post high school training.
Preferred 2-4 years experience as a Technical Support Analyst or Authorizations Representative in insurance/manufacturing industry.
Required 4-6 years experience Customer Service related experience in the insurance/manufacturing industry.

REQUIRED SKILLS

• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrates ability to work well with others in a matrix team environment.

ADDITIONAL KNOWLEDGE, SKILLS & ABILITIES

• Ability to read, write, and comprehend technical instructions, short correspondence, and memos.
• Ability to carry out instructions furnished in written, oral, or technical diagram form.
• Ability to support multiple products and prioritize multiple projects.
• Bilingual in Spanish preferred.

Competencies:

Driving Collaboration: Creates an environment of teamwork that integrates the customer perspective, ultimately producing maximum results.

Exhibiting Agility: Aligns people, processes and strategies to drive flawless execution in an ever changing environment.

Promoting Entrepreneurship: Develops ongoing excellence and effective business growth while maintaining company culture, cultivating talent and demonstrating ethics and integrity.

Accelerating Impact: Builds confidence by modeling behavior, effective communications and positive influence.

Functional Area: Customer Service – Technical, Insurance

Functional Competencies:

Customer Support Policies, Standards and Procedures: Ability to understand, demonstrate and analyze the organization's customer support policies, warranties, standards and procedures and ability to educate and guide customers on these interactions in a timely manner.

Customer Interaction: Ability to demonstrate knowledge and understanding of the principles and techniques of communicating with a customer; ability to utilize practices, tools and techniques for customer interactions, including analysis of customer activities, profiles and information and providing follow up in a timely manner

Customer Support: Trends & Direction Knowledge of the marketplace and new developments in customer support including the ability to predict trends related to the Customer Call Center or Support function.

P-WLH-005