Customer Warranty Claims Specialist

Full job description

PURPOSE OF THE JOB

The Customer Solutions Warranty Team leads the effort to evaluate manufacturing quality concerns and resolve claims as submitted by customers, contractors, and consumers.

The Customer Warranty Claims Specialist is a member of the Customer Solutions Team within the Roofing and Asphalt Business. This role is accountable for the resolution of roofing quality claims submitted by both homeowners and contractors. The Warranty Terms must be applied in the disposition of all claims which involves reviewing collected information from the customer, analyzing the decision from the Lab Specialist, and determining the appropriate reimbursement if applicable. The Customer Warranty Claims Specialist negotiates with the customers and contractors to resolve any disputes and gain acceptance of the warranty decision. The Customer Warranty Claims Specialist then coordinates with the Claims Settlement Specialist to administer the reimbursement and close out the claim.

Reports to: Team Leader, Customer Solutions Team

Span of Control: Individual role with assigned responsibilities

JOB RESPONSIBILITIES

Service Customer Claims

• Handle warranty claim calls by phone queue

• Understand Warranty Terms and Conditions, Owens Corning Products, and proper installation of products

• Review gathered documentation and information from homeowners, suppliers, installers, Owens Corning Field Sales and manufacturing personnel to confirm that claim is valid.

• Review Lab analysis and Lab Specialist decisions to administer proper reimbursement per the Terms of Warranty.

• Negotiate claim settlement and ensure proper LOA is followed

• Communicate settlement with customer through written and verbal communications while maintaining a level of excellent customer service.

• Manage cost as well as customer satisfaction in the resolution of claims

• Make decisions in accordance with Owens Corning quality specifications

• Build relationships with plant personnel and sales regions

• Coordinate quality assurance calls with plants and sales regions to create awareness of quality trends

• Responsible for raising awareness of potentially litigious situations

• Expert at diffusing difficult situations and maintaining customer loyalty

Operating in a Waste-Free Environment

• Identify and take action to eliminate non-value-added activities within day-to-day operations

• Identify opportunities to improve, develop and maintain Standard Work

Metrics

• Quality Audits

• Claim Cycle Time (both internal and external)

• Achieve phone service levels and on queue availability

Safety

• Operates in a manner that promotes safe operations for ourselves, customers and vendors

• Actively participates in on-going safety monitoring, training and discussions

• Embraces Owens Corning safety standards.

JOB REQUIREMENTS

MINIMUM QUALIFICATIONS:

• 2 years customer service experience in a business environment

PREFERRED QUALIFICATIONS:

• Undergraduate Degree

• Knowledge and application of roofing products

• Prior warranty claim experience

EXPERIENCE:

• Residential/Commercial Construction

• Customer Service/call center

• Conflict Resolution

• Leading negotiations

KNOWLEDGE, SKILLS & ABILITIES:

• Customer service skills

• Conflict Resolution

• Communication Skills-both written and verbal

• High attention to detail with the ability to handle multiple priorities

• Building Product knowledge and a general understanding of residential/commercial construction

• Recognizes both visible and latent factors which may affect product performance

• Works Well in a Team Environment as well as independently

• Critical Thinking skills

• Strong Organizational Skills

• Good Listener

• Able to Communicate with a Variety of Professions and/or Skill Levels

• Proficient in MS Office