Service & Warranty Representative

Responsibilities

• Manage incoming service and warranty requests from start to finish.
• Own intake, research, decisioning, and execution ensuring issues are resolved efficiently, accurately, and cost-effectively.
• Receive and document incoming service and warranty requests via phone, text, and email.
• Locate and review original orders to identify vendors, product specifications, and applicable warranty coverage.
• Determine viable resolution paths (repair, parts replacement, or full replacement).
• Assign and document costs associated with each resolution option to support informed decision-making.
• Process next steps by ordering parts, coordinating replacements, or scheduling service with vendors or installers.
• Communicate with vendors to confirm availability, timelines, and warranty terms.
• Maintain clear, accurate records of service cases, decisions, costs, and outcomes.
• Collaborate with Design Consultants, Account Managers, Installers, and Operations to close the loop on service issues.
• Identify recurring issues and inefficiencies and recommend practical improvements.

• High school diploma or equivalent required; associate’s or bachelor’s degree a plus.
• Strong attention to detail and ability to trace issues back to original order data.
• Comfortable navigating systems, search tools, and documentation (Microsoft Office or similar).
• Analytical mindset with the ability to compare options and weigh cost vs. outcome.
• Clear, professional communication skills—both written and verbal.
• Able to manage multiple open cases without losing accuracy or follow-through.
• Comfortable answering inbound calls as part of a broader responsibilities set.