Summary : The Customer Service Warranty representative works with our clientele to resolve warranty claims on WSC manufactured goods.
It is the responsibility of the Customer Service Warranty representative to maintain positive / profitable relations with the customer while achieving a resolution to the problem at hand.
Duties to include, (but not limited to) :
- Learn and apply manufacturing processes and practical field applications.
- Learn and apply customer service techniques to include :
- Timely responsiveness.
- Listening Skills.
- Asking the best questions (open ended).
- Telling the company story.
- Controlling / Leading the call.
- Learn WSC operations / procedures to apply in problem solving situations.
- Negotiate resolutions to the satisfaction and benefit both the client and WSC.
- Meeting and exceeding customer's expectations to resolve issues.
- Support Sales / Service / Production with :
- Timely Communication.
- Industry updates.
- Practical Application Training.
- Timely Case Resolution.
- Process and execute :
- New case entered within 24-hours.
- Return messages within current business day.
- Case negotiation and resolution.
- Case prioritization.
- Support CRM by :
- Case implementation.
- Customer case acknowledgement.
- Task Follow-up.
- Maintain case updates / notes.
A Customer Service Warranty Representative will possess and / or demonstrate the ability to :
- Proficient organizational skills.
- Solid verbal and written communication skills.
- Strong math skills.
- Positive attitude.
- Cooperation and teamwork with peers.
- Customer empathy and ability to relate to the customer.
- Building Material / Construction knowledge required.
- Mechanically inclined skill set beneficial.
- Independent thinker and willingness for independent decision making.
Education / Experience :
- Basic keyboarding and Microsoft Office Suite (Excel, CRM, Outlook) software skills.
- High School Graduation.
Working Demands / Physical Requirements :
- General office conditions with continuous sitting with heavy computer & phone usage.
- Flexibility of hours in order accomplish workload and to provide adequate staffing coverage.
Reports to : The Service / Warranty Manager
Conclusion : The Customer Service Warranty Representative will exemplify the high standards that have come to be associated with WSC.
As an ESOP owner, acting with honor, integrity, and positivity is an imperative. The Customer Service Warranty Representative's prime objective is to show our customers politeness, honor, integrity and willingness to do what our competition will not when resolving service / warranty issues.
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