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Warranty and Repair Coordinator

2 months ago

Fort Myers Florida, United States Installed Building Products Full time

Job Summary:

The Warranty and Repair Scheduler is a crucial role in ensuring the smooth operation of warranty-related service requests and repair appointments for Installed Building Products. This position is responsible for coordinating and managing warranty claims, repair appointments, and customer satisfaction.

Key Responsibilities:

  • Receive and process warranty claims from customers, service personnel, or authorized partners.
  • Verify the eligibility of warranty claims based on company policies and warranty agreements.
  • Record and maintain warranty claim information in a database or software system.
  • Communicate with customers and service technicians to confirm warranty coverage and coordinate appointments.
  • Schedule repair appointments based on the availability of service technicians and customer preferences.
  • Ensure efficient use of resources by optimizing technician routes and workload.
  • Notify customers of scheduled repair appointments and provide all necessary information.
  • Act as the primary point of contact for customers seeking warranty services or repairs.
  • Liaise with service technicians to assign, reschedule, or prioritize repair appointments as needed.
  • Collaborate with the customer service team to provide updates on repair status, estimated time of arrival, and any delays.
  • Maintain accurate records of warranty claims, repair appointments, and service histories.
  • Generate reports on warranty and repair activities, including completion rates and customer feedback.
  • Assist in preparing reports for management and analysis of trends in warranty and repair services.
  • Offer guidance and assistance to customers regarding warranty coverage, repair procedures, and service options.
  • Handle customer inquiries and concerns related to warranty claims and repair appointments.
  • Ensure customer satisfaction by addressing their needs and providing timely solutions.

Preferred Qualifications:

  • High school diploma or equivalent; additional education or certifications in customer service or administration is a plus.
  • Strong organizational skills and attention to detail.
  • Excellent communication and interpersonal abilities.
  • Proficiency in using office software, database management, and scheduling tools.
  • Ability to work under pressure, multitask, and adapt to changing priorities.
  • Familiarity with the company's products and warranty policies (training may be provided).

Physical Demands:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. You must be able to lift light to moderate weight and sit for extended periods to complete your computer job.

Benefits:

  • Medical, dental, and vision coverage
  • Supplemental Insurance (Short- and Long-Term disability, hospital indemnity, accident, critical illness, supplemental life insurance)
  • Company Paid Life Insurance
  • 401(K) (Pre-Tax and Post-Tax) Roth 401(k) with company matching
  • Longevity Stock Program
  • IBP Foundation
  • Scholarship opportunities
  • Employee financial assistance Program
  • Paid vacation and holidays
  • Opportunities for growth and advancement