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Claims Management Specialist

2 months ago

Denver, Colorado, United States Cambria Full time

The Countertop Claims Management Specialist is a key figure in addressing and resolving customer claims related to countertop products. This role involves acting as a mediator between clients and fabricators, ensuring that all concerns are handled fairly and efficiently. A comprehensive understanding of claims processes, product specifications, and effective communication is essential for providing a seamless experience for both customers and business partners.

Key Responsibilities:

  • Address customer inquiries and grievances regarding product quality and performance.
  • Assess the legitimacy of claims in accordance with product specifications and company guidelines.
  • Maintain transparent communication with customers and stakeholders regarding the status and resolution of claims. Collaborate with fabrication partners to offer solutions such as replacements, repairs, or credits in line with company policies.
  • Identify recurring issues and develop strategies to address them through collaboration with fabrication partners.
  • Provide training and mentorship to fabrication partners to ensure consistent handling and installation of products.
  • Translate complex technical information into clear, actionable insights for customers and partners.
  • Lead and support a team of Field Service Technicians (FST), guiding them through complex customer claims.

Qualifications:

  • Exceptional customer service and communication skills.
  • Strong listening skills with the ability to ask clarifying questions.
  • Analytical mindset with problem-solving capabilities to diagnose product issues.
  • Proficient in investigating complaints and recommending timely resolutions.
  • Excellent interpersonal, verbal, and written communication skills.
  • Proven ability to build and maintain customer relationships and resolve conflicts.
  • Attention to detail and accuracy in documentation and record-keeping.

Minimum Requirements:

Education: Bachelor’s degree or relevant field experience.

Experience: 1-3 years in account or claims management.

Technical Skills: Familiarity with Google Suites, Salesforce, Oracle, and the ability to interpret technical drawings is advantageous.

Additional Requirements:

Managerial Responsibilities: Oversee Field Service Technicians in the designated region.

Physical Requirements: This role involves office work and travel, requiring proficiency in phone and computer use. Must be capable of lifting up to 50 pounds of product samples.

Travel Requirements: Local and overnight travel may be necessary.

Cambria offers a competitive salary range and a comprehensive benefits package, including health and dental insurance, paid time off, 401(k) matching, and professional development assistance.

This job description is intended to provide a general overview of the position and is not exhaustive of all duties and responsibilities. Duties may change as necessary.

Cambria is committed to philanthropy, our people, and the planet, integrating care into our products and operations.

For more information about the company, please visit our website.

We are an equal opportunity employer.

Applicant Rights Under Federal Employment Law: FMLA, EEO, EPPA

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