Warranty Claims Customer Support Specialist

2 weeks ago


Schofield, Wisconsin, United States Wausau Supply Company Full time


Overview: The Warranty Services Customer Care Representative engages with clients to address warranty claims related to products manufactured by Wausau Supply Company. This role is essential in fostering positive and profitable relationships with customers while effectively resolving their concerns.

Key Responsibilities:
  • Acquire knowledge of manufacturing processes and practical applications in the field.
  • Implement customer service strategies, including:
    • Prompt responsiveness.
    • Active listening.
    • Formulating insightful questions.
    • Articulating the company narrative.
    • Guiding and managing the conversation.
    • Understand WSC operations and procedures for effective problem-solving.
    • Negotiate outcomes that benefit both the customer and WSC.
    • Surpass customer expectations in issue resolution.
  • Collaborate with Sales, Service, and Production teams by providing:
    • Timely updates.
    • Industry insights.
    • Practical training.
    • Efficient case resolutions.
  • Manage and execute:
    • New case entries within 24 hours.
    • Return communications within the same business day.
    • Negotiation and resolution of cases.
    • Prioritization of cases.
  • Enhance CRM processes by:
    • Implementing cases.
    • Acknowledging customer cases.
    • Following up on tasks.
    • Keeping case updates and notes current.
Qualifications:
  • Strong organizational abilities.
  • Excellent verbal and written communication skills.
  • Proficient mathematical skills.
  • Positive demeanor.
  • Ability to work collaboratively with colleagues.
  • Empathy towards customers and ability to connect with them.
  • Knowledge of building materials and construction is essential.
  • Mechanical aptitude is advantageous.
  • Capacity for independent thought and decision-making.
Education and Experience:
  • Proficient in basic keyboarding and Microsoft Office Suite (Excel, CRM, Outlook).
  • High School diploma or equivalent.
Work Environment and Physical Requirements:
  • Office setting with prolonged periods of sitting and extensive use of computers and phones.
  • Flexibility in hours to manage workload and ensure adequate staffing.
Reporting Structure: Reports to the Service/Warranty Manager.

Conclusion: The Warranty Services Customer Care Representative will embody the esteemed standards associated with Wausau Supply Company. As an employee-owner, it is crucial to act with honor, integrity, and positivity. The primary goal of this role is to provide customers with respect, integrity, and a commitment to resolving warranty issues in ways that set WSC apart from competitors.

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