Warranty Coordinator

3 weeks ago

Arizona City, United States CareerBuilder Full time

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.
Warranty Coordinator

Full Time

Clerical

Mesa Design Center, Mesa, AZ, US
30+ days ago

Requisition ID: 1008
Salary Range:

$18.00 To 19.00 Hourly
Job Summary
The

Warranty Coordinator

is a vital role within Shasta Pools that directly contributes to customer experience, compliance, customer relations and various internal/external warranty processes and communications. The Warranty Support Coordinator is responsible for ensuring all incoming warranty repair requests are properly documented, scheduled, and completed according to company protocols and procedures within 24-48 hours. Proper facilitation of all ROC warranty related issues includes regarding warranty services and ensuring timely repairs/replacements for customers is vital. This is a high-volume, customer focused position that requires frequent communication with customers, subcontractors, Shasta staff and/or in-house crews to resolve issues that take place during the eligible warranty period and after.
Duties/Responsibilities
Respond promptly to incoming phone/web requests for warranty repairs from customers, customers are expected to receive a response/communication within 24 business hours of their initial inquiry.
Collect information and document communications from customers and/or internal service department staff to process the warranty claims.
Gather, review, and communicate supplier and contractor warranty guarantees, policies, and procedures. Reviews warranty work orders for warranty claim qualification (including Work Order, and other documents).
Inform Superintendent, Customer Care Manager, and relevant staff when any repair shows no progress within 3 calendar days and completion date.
Track and document job progress, notes, and pertinent information in internal systems accurately. Oversee and report on all open warranty items.
Complete organizational tasks that support the timely completion of warranty claims and the warranty division.
Partners effectively with Customer Care staff to ensure technical service work is completed in a reasonable timeframe and to the customers expectations.
Completes procedures for customer failed parts and equipment under eligible warranty.
Promptly respond to voicemail messages, emails, and web requests daily to complete the customer inquiry.
Manage customers' warranty work orders from start to finish including scheduling, tracking, material ordering, warranty scheduling, warranty management, close-out, and invoicing.
Track ordered materials and scheduled claim completion accordingly.
Create and modify documents using Microsoft Office, responsible for accurate documentation of work orders.
Assist Customers (internal/external) with needed documents/information and assist with product related customer troubleshooting.
Educate the customer on quality, process and warranty terms and parameters at every opportunity.
Attend all company required meetings.
Other duties as assigned by manager.
Required Skills
Must have strong skills and the ability to conduct customer follow-up calls.
Ability to read, analyze, and interpret policies, contracts, work orders, documents and regulations in English.
Excellent phone etiquette and strong interpersonal, grammar and written/verbal (English)
Knowledge with scheduling & dispatching procedures and software.
Team player and excellent organization skills.
Quick learner/self-starter, to work independently handling multiple tasks in a fast-paced environment.
Required Experience/Qualifications
4+ years experience in a customer service or administrative position utilizing a computerized customer database system.
High School diploma or equivalent. College-level coursework preferred.
Proficient and accurate data entry, extensive knowledge and skills in Microsoft Suite, including Word and Excel programs.
Pool knowledge preferred but not required.
Employee assistance program
Flexible spending account Health insurance
Health savings account +monthly employer contributions
Employer paid Short-Term Disability
Life insurance
Paid Vacation time
Paid Holiday time
Paid Sick leave
Vision insurance
Compensation
Hourly Rate Range: $18.00/hr - $19.00/hr
Hourly rate is determined by experience, education and industry experience.
Schedule
Monday to Friday (7:00am-4:00pm), located at the Mesa Design Center, 2653 S. Alma School Rd, Mesa, AZ 85210.

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