Warranty Services REP II; Customer Service, Call Center; Remote

Position: WARRANTY SERVICES REP II; Customer Service, Call Center; Remote USA
Location: Malvern

Certain Teed is seeking a customer focused and detail oriented Warranty Services Representative II to serve as a key point of contact for warranty claims, product concerns, and technical inquiries related to our siding products. In this role, you will help protect and strengthen customer trust by providing timely, accurate, and professional support to homeowners, contractors, distributors, architects, and internal business partners.

As a member of the Warranty & Technical Services team, you will manage warranty claims from initial intake through final resolution. This includes evaluating claim documentation, photographs, product samples, test results, and other supporting information to determine appropriate outcomes in accordance with company policies and warranty guidelines. You will communicate claim decisions clearly and professionally while ensuring a positive customer experience throughout the process.

This position also plays an important role in responding to product, installation, and code related inquiries. You will leverage technical product knowledge and strong problem solving skills to assist customers and support internal stakeholders across Sales, Marketing, Customer Service, Quality, Manufacturing, Research & Development, and Legal. Through these interactions, you will help identify trends, escalate potential product concerns, and contribute to continuous product and process improvement efforts.

Success in this role requires strong analytical capabilities, sound judgment, excellent communication skills, and the ability to manage multiple priorities in a fast paced environment. The ideal candidate thrives on solving problems, delivering exceptional customer service, and collaborating across functions to achieve timely and consistent resolutions.

** Essential Functions*
* + Handle a high volume of inbound and outbound customer communications related to warranty claims, product performance, installation, and technical inquiries.

+ Receive, document, investigate, and process warranty claims from notification through final resolution.

+ Review and evaluate photographs, invoices, product samples, test results, and supporting documentation to determine claim validity and resolution.

+ Communicate with customers and business partners to gather information, provide updates, and explain claim outcomes.

+ Maintain accurate and complete records within claims management and tracking systems.

+ Collaborate with Sales, Quality, Manufacturing, Technical Services, Customer Service, and other internal stakeholders to resolve customer concerns.

+ Provide technical product guidance and support to customers and internal partners.

+ Coordinate field inspections and follow up activities as needed.

+ Identify recurring issues, emerging trends, and potential product concerns and communicate findings to appropriate teams.

+ Deliver professional, timely, and customer focused service while managing sensitive or challenging situations.

The ideal candidate is a customer focused professional who enjoys solving problems, investigating issues, and delivering outstanding service. You thrive in a fast paced environment where no two days are the same and can balance customer interactions, technical analysis, and administrative responsibilities with accuracy and professionalism.

You are naturally detail oriented and analytical, with the ability to gather information, assess situations, and make sound recommendations based on facts, documentation, and established processes. You communicate effectively with a wide variety of audiences and can explain technical information, warranty coverage, and claim resolutions in a clear and professional manner. Most importantly, you understand the importance of providing a positive customer experience, even when handling complex or difficult situations.

** Required Qualifications*
* + Associate degree required.

+ Minimum of 3 years of experience in customer service, technical support, warranty administration, claims processing, call center operations, or a related field.

+ Strong analytical and problem solving skills with a high level of attention to detail.

+ Ability to manage multiple priorities and work independently in a dynamic environment.

+ Excellent verbal and written communication skills.

+ Strong customer service skills with the ability to remain professional, empathetic, and solution focused during challenging interactions.

+ Ability to exercise sound judgment and make consistent decisions based on established…