Warranty Specialist

The Warranty Specialist is responsible for all aspects of warranty administration through responding to customer inquiries, answering questions regarding Commercial Distribution services, and managing the warranty claims process.

The ideal candidate for this position has a strong background of HVAC product knowledge, exceptional customer service skills, and thrives in a fast-paced environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manages and processes warranty claims and inquiries through the collection of data, research of claims, and investigation. Ensures receipt of credits from vendors for all warranty orders.
• Responds to customer's inquiries or questions professionally and effectively.
• Drives warranty administration growth through making customers aware of options and related products.
• Determines the best method to resolve problems to ensure customer satisfaction and company adherence to policies.
• Provides effective and timely communication to all internal and external contacts.
• Possesses knowledge of the product lines to be able to demonstrate and discuss with customers.
• Supports inquiry workflow by utilizing Havtech CRM and related systems to enter customer information and process related customer requests and orders.
• Serves as backup for customer parts orders for HVAC parts, equipment, and supplies via the Internet, fax, phone and over the counter.
• Handles emergency phone and customer service duties after hours as necessary.
• Flexibility to work weekends, as required.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

• Bachelor’s degree and two (2) years of inside technical sales or related experience preferred; or an equivalent combination of education and work experience.
• Proven track record with inside sales and superior customer services skills, particularly in managing challenging customers and their issues.
• Experience working in a process management system and priority setting.
• Demonstrated focus on details.
• Must be action oriented and able to maintain a high energy level.
• Must have strong computer skills including Microsoft Office; Word, Excel, and Outlook.
• CRM experience a plus.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

DECLARATION

Human resources retains the sole right and discretion to make changes to this job description. Any employee making changes unauthorized by the president or human resources will be subject to disciplinary action up to and including termination.