Campus Pride Jobs

Customer Warranty Claims Specialist Location(s): Toledo, OH, US, 43659-0001 Function: Customer Operations Audience: Experienced Professional Work Arrangement: Hybrid Requisition ID: 62715 PURPOSE OF THE JOB The Customer Solutions Warranty Team leads the effort to evaluate manufacturing quality concerns and resolve claims as submitted by customers, contractors, and consumers. The Customer Warranty Claims Specialist is a member of the Customer Solutions Team within the Roofing and Asphalt Business. This role is accountable for the resolution of roofing quality claims submitted by both homeowners and contractors. The Warranty Terms must be applied in the disposition of all claims which involves reviewing collected information from the customer, analyzing the decision from the Lab Specialist, and determining the appropriate reimbursement if applicable. The Customer Warranty Claims Specialist negotiates with the customers and contractors to resolve any disputes and gain acceptance of the warranty decision. The Customer Warranty Claims Specialist then coordinates with the Claims Settlement Specialist to administer the reimbursement and close out the claim. Reports to: Team Leader, Customer Solutions Team Span of Control: Individual role with assigned responsibilities JOB RESPONSIBILITIES Service Customer Claims Handle warranty claim calls by phone queue Understand Warranty Terms and Conditions, Owens Corning Products, and proper installation of products Review gathered documentation and information from homeowners, suppliers, installers, Owens Corning Field Sales and manufacturing personnel to confirm that claim is valid. Review Lab analysis and Lab Specialist decisions to administer proper reimbursement per the Terms of Warranty. Negotiate claim settlement and ensure proper LOA is followed Communicate settlement with customer through written and verbal communications while maintaining a level of excellent customer service. Manage cost as well as customer satisfaction in the resolution of claims Make decisions in accordance with Owens Corning quality specifications Build relationships with plant personnel and sales regions Coordinate quality assurance calls with plants and sales regions to create awareness of quality trends Responsible for raising awareness of potentially litigious situations Expert at diffusing difficult situations and maintaining customer loyalty Operating in a Waste-Free Environment Identify and take action to eliminate non-value-added activities within day-to-day operations Identify opportunities to improve, develop and maintain Standard Work Metrics Quality Audits Claim Cycle Time (both internal and external) Achieve phone service levels and on queue availability Safety Operates in a manner that promotes safe operations for ourselves, customers and vendors Actively participates in on-going safety monitoring, training and discussions Embraces Owens Corning safety standards. JOB REQUIREMENTS MINIMUM QUALIFICATIONS: 2 years customer service experience in a business environment PREFERRED QUALIFICATIONS: Undergraduate Degree Knowledge and application of roofing products Prior warranty claim experience EXPERIENCE: Residential/Commercial Construction Customer Service/call center Conflict Resolution Leading negotiations KNOWLEDGE, SKILLS & ABILITIES: Customer service skills Conflict Resolution Communication Skills-both written and verbal High