Warranty Specialist

Overview

Bath Fitter / Kitchen Saver is currently searching for a Warranty Specialist to join our team in Lewisberry, PA. We have grown to one of the premier names in the Home Improvement industry and, with your help, we would like to advance our technology infrastructure and capabilities to better meet the demands of our growing customers. We are growing and currently spanning the Mid-Atlantic to the Midwest with multiple offices in 17 states.

Ranked one of the Top
Ten home remodeling companies IN THE NATION for over a decade.

We are looking to add a Full Time Warranty Specialist to our team. The primary purpose of this position is to support customers and the company through the post-sale process and to evaluate, approve and order all materials needed for jobs and services using company software. The responsibilities of this position include maintaining the organization and integrity of all the paperwork for the company, coordinating with customers via phone regarding scheduling of pre-installation reviews and service appointments.

The Warranty Specialist is the liaison and primary point of contact between the customer and Production for warranty and service-related issues. The Warranty Specialist’s primary responsibility is to field multi-channel inquiries from customers, work toward an expedited resolution to warranty claims, assess and define the problem, create service tickets, and determine next steps including the need to dispatch a service technician and the duration of that visit.

Warranty Specialists must be research and detail oriented, process focused, product knowledgeable, and customer centric.

• Documents and tracks all incoming warranty and service inquiries via voice and digital channels accurately.
• Triages and codes warranty claims; prepares and details service tickets; and utilizes product knowledge and judgement to determine next steps.
• Researches, navigates, and independently or collaboratively works with the right resource to locate answers to resolve customer requests, claims, issues, or complaints.
• Provides troubleshooting instructions to assist customers with common warranty related themes, assisting them with self-service; and where appropriate identifying and arranging for requisite parts to be delivered directly to the home in advance of scheduling a service appointment.
• Reviews all service tickets upon completion, follows up with customers, and enters service faults accurately to ensure proper reporting of departmental statistics.
• Ensures integrity of customer records by documenting interactions, transactions, comments, and complaints in the enterprise CRM.
• Maintains knowledge of new and existing products and inventory by participating in training, reviewing websites, and other internal resources.
• Contributes to successful departmental accountability by meeting company KPI standards and maintaining best practices.
• Ability to multitask and prioritize with excellent organizational skills and attention to detail.
• Possesses solid customer service and communication skills enabling focused call control, de-escalation when needed, rapport building, and optimal customer experience.
• Maintains positive working relationships with all internal business partners and external contacts.
• Performs other job-related duties as assigned to meet business needs.

High School diploma or general education degree (GED); or related experience and/or training, or equivalent combination of education and experience. Must be at least 18 years of age.

EOE

• Must have competency with a keyboard, computers, & other electronic office/business equipment.