Warranty Service Representative

Warranty Service Agent – Customer Service & Technical Support

American Bath Group
Location: Savannah, TN
Work Model: Onsite
Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m.
Employment Type: Full-Time, 40 hours per week

Compensation: Starting at $17.00 per hour

Build Expertise in Warranty Service and Customer Case Management

American Bath Group is seeking a dependable, detail-oriented Warranty Service Agent to join its Porcelain and Cast Warranty team in Savannah, Tennessee
.

In this role, you will manage customer warranty and technical-service cases from initial contact through documented resolution. You will communicate directly with customers, create accurate case records, coordinate service technicians, process warranty-related financial transactions, and follow open issues through completion.

This opportunity is well suited for someone with experience in customer service, claims processing, dispatch, banking, transaction processing, contact-center operations, technical support, or service coordination who works effectively in a high-volume environment and values accuracy, ownership, teamwork, and consistent follow-through.

• Respond to warranty and technical-service inquiries through phone, email, and instant chat.
• Gather customer, product, installation, warranty, and technical information.
• Enter new claims and work orders accurately and promptly.
• Maintain complete case documentation, including dates, commitments, actions, coding, and final resolution.
• Assign and coordinate field-service technicians.
• Monitor technician responses, scheduling activity, and open work orders.
• Keep customers informed regarding case status, next steps, scheduling, and external dependencies.
• Process technician invoices, customer refunds, credits, and other authorized transactions.
• Coordinate with customers, technicians, service partners, wholesalers, and internal departments.
• Track assigned cases through resolution or an accepted handoff.
• Review open-work-order reports and dashboards to keep assigned work current.
• Identify cases that require escalation, including injury, property damage, technician misconduct, multi-unit, or high-cost matters.
• Support shared queue performance and help prevent routine work from becoming delayed or requiring unnecessary supervisory intervention.

A successful Warranty Service Agent:

• Enters new claims and provides customers with an answer or meaningful next step the same day.
• Keeps assigned work current rather than allowing a multi-day backlog to develop.
• Moves work orders toward the targeted 14-day completion window when external dependencies permit.
• Learns the systems and workflows required to manage a normal workload with limited supervisor intervention within approximately 90 days
  .
• Consistently demonstrates accurate documentation, dependable attendance, sound judgment, constructive teamwork, and strong case ownership.

• Customer-facing experience in a fast-moving or high-volume environment.
• Clear verbal and written communication skills.
• Strong attention to detail and documentation accuracy.
• Working computer knowledge, including Microsoft Office, email, electronic files, data entry, business phone systems, and instant chat.
• Ability to organize and monitor multiple active customer cases.
• Ability to track deadlines, commitments, technician responses, and unresolved actions.
• Ability to work through changing priorities while maintaining professional customer communication.
• Sound judgment regarding when to resolve an issue independently and when to elevate it.
• Reliable attendance and the ability to work onsite in Savannah, Tennessee
  .
• Willingness to receive coaching and contribute to a shared team workload.

Experience in one or more of the following areas is helpful but not required:

• Warranty administration or claims processing
• Customer service or contact-center operations
• Technical product support
• Field-service coordination or dispatch
• Banking or transaction processing
• High-volume retail
• CRM, ERP, case-management, warranty, claims, or service software
• Salesforce, CMS Epicor, or Business Plus

Previous knowledge of American Standard or Bootz products is not…