Regional Claims Manager

4 weeks ago

Bethpage, New York, United States Cambria Full time
Job Summary

Cambria is seeking a skilled Regional Claims Manager to oversee the identification, investigation, and resolution of customer claims. As a key member of our team, you will act as a liaison between customers and fabricators, ensuring an impartial and efficient resolution to consumer concerns.

Key Responsibilities
  • Respond to customer inquiries and complaints regarding product quality, functionality, or performance.
  • Determine the validity of claims based on product specifications, warranty terms, and company policies.
  • Maintain clear, consistent communication with customers, business partners, and other stakeholders regarding product claims and their resolutions.
  • Work with fabricator business partners to resolve customer concerns by providing solutions like replacements, repairs, or credits based on Cambria's policies.
  • Develop and implement solutions to fix identified issues through communication with fabrication business partners.
  • Collaborate, train, and mentor fabricator business partners to ensure a consistent approach in handling, fabricating, and installing Cambria products.
  • Ability to translate technical information into actionable insights for customers and business partners.
  • Provide effective leadership and guidance to a team of Field Service Technicians (FST). Collaborate, communicate, and coach FST's through challenging and dynamic customer claims.
Requirements
  • Excellent customer service skills with strong communication and interpersonal abilities.
  • Ability to actively listen to customer concerns and ask clarifying questions.
  • Strong analytical and problem-solving skills to investigate and diagnose product issues.
  • Aptitude to investigate complaints for facts and recommend resolutions in a timely manner.
  • Exceptional interpersonal, verbal, and written communication skills.
  • Proven customer relationship and conflict resolution skills.
  • Ability to develop and maintain strong working relationships with internal and external parties.
  • Strong attention to detail and accuracy in data entry and record keeping.
Education and Experience
  • Bachelor's degree or prior field-related experience.
  • 1-3 years account and/or claims management experience.
  • Systems: Google Suites, Salesforce, Oracle, ability to read technical drawings/documents is a plus.
Additional Requirements
  • Managerial Requirements: Responsible for managing Field Service Technicians assigned to the region.
  • Physical Requirements: This is an office and travel position requiring phone and computer use. Must be able to lift 50 pounds of Cambria samples and other materials.
  • Travel Requirements: Local and overnight travel is required.

Cambria offers a competitive benefits package that encompasses Health and Dental Insurance, Paid Time Off, 7 paid Holidays, 401(k) plus matching, Discretionary Profit Sharing, Flexible Spending Account; Life, Supplemental Life, and Disability Insurance; Referral Program, Tuition Reimbursement, Employee Assistance Program, Employee Discount, and Professional Development Assistance.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

CambriaCares is our commitment to Philanthropy, Our People, and The Planet. Care is an integral part of what goes into Cambria products—and care is the driving force behind our commitment to creating opportunities that drive impact both inside and outside our walls. With a focus on three areas—philanthropy, our people, and the planet—we're doing just that.

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