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Countertop Claims Resolution Specialist
2 months ago
The Countertop Claims Resolution Specialist is a key member of the Cambria team, responsible for overseeing the identification, investigation, and resolution of customer claims related to countertop products. This role requires a strong understanding of claims handling, product functionality, and communication to ensure a smooth experience for customers and business partners.
Key Responsibilities- Customer Claims Resolution: Respond to customer inquiries and complaints regarding product quality, functionality, or performance, and determine the validity of claims based on product specifications, warranty terms, and company policies.
- Communication and Collaboration: Maintain clear, consistent communication with customers, business partners, and other stakeholders regarding product claims and their resolutions, and work with fabricator business partners to resolve customer concerns.
- Problem-Solving and Analysis: Develop and implement solutions to fix identified issues through communication with fabrication business partners, and collaborate with internal teams to resolve complex customer claims.
- Training and Development: Collaborate, train, and mentor fabricator business partners to ensure a consistent approach in handling, fabricating, and installing Cambria products.
- Leadership and Guidance: Provide effective leadership and guidance to a team of Field Service Technicians (FST), and collaborate, communicate, and coach FSTs through challenging and dynamic customer claims.
- Education: Bachelor's degree or prior field-related experience.
- Experience: 1-3 years of account and/or claims management experience.
- Skills: Excellent customer service skills, strong communication and interpersonal abilities, analytical and problem-solving skills, ability to investigate complaints, and exceptional interpersonal, verbal, and written communication skills.
- Systems: Google Suites, Salesforce, Oracle, and ability to read technical drawings/documents.
Cambria offers a competitive benefits package, including 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.
