Warranty Service Representative

US-CA-WEST SACRAMENTO
Job ID
2017-2555
# Positions
1

Overview

Perform all general functions of a Customer Account Specialist, to include but not limited to product order writing, data entry, pricing, initiating credit requests and pick up slips.  Additionally, processes all incoming requests for product service; generate/update service records for each request, determine appropriate actions for customer satisfaction, communicate the status of pending services to Dealers and Homeowners, provide feedback to Outside Sales representatives on service issues, collaborate with other departments within the company regarding problematic trends.

Responsibilities

  • Processes Warranty and Service requests by conducting research, verifying information accuracy, decipher problem description, determine solution and assign responsibility.  Enter information into Service System, generate product orders (when required), fax acknowledgments, and provide schedulers with information for appointment scheduling.  Ensure situation resolution.
  • Provide telephone customer supportfor high volume call center.
  • Provide technical assistanceto customer base in the areas of product servicing, repair, fabrication, product specification and limitations, installation, building codes and warranty coverage.
  • Coordinate outside labor supportSource and coordinate contract labor in territories outside normal coverage area.
  • Initiate product returns.  Complete Product Return form, inspect returned items, and initiate credit request.
  • Performs other duties as assigned.

Qualifications

Education

High School Diploma or equivalent required.

 

Experience

Some product and/or industry knowledge desirable.  2 years Customer Service experience required.

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