Warranty Administration Coordinator III – Warranty Analyst
Consumer & Customer Care
Full Time
Charlotte, Nc
2018-12-31

The person in this position will be the liaison between Warranty Administration and its current internal and external customers. The successful candidate will be able to accept ownership for effectively solving servicer issues, complaints, and inquiries; keeping servicer and Market Manager Satisfaction at the core of every decision and behavior while adhering to company criteria regarding claim handling.  This person must be comfortable providing upward feedback to ensure we are providing effortless experiences to our customers and consumers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage large amounts of inbound and outbound calls in a timely manner
  • Monitor servicer e-mail inbox and respond in a timely manner meeting cycle targets and resolving problems  
  • Monitor regional Market Manager in-boxes meeting cycle targets and effectively identify, analyze and solve problems
  • Act as a direct contact with the market management team solving issues and determining the correct course of action
  • Monitor key servicer accounts for claim payment cycle interval adherence
  • Set up, modify, or terminate servicers as directed 
  • Follow communication “scripts” when handling different topics
  • Identify servicer’s needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to educate servicers when they arise
  • Build sustainable relationships and engage servicers by taking the extra mile
  • Develop a thorough understanding of the ServicePower and SAP systems of record 
  • Keep records of all conversations in the claim management systems (ServicePower and SAP)
  • Meet personal/team qualitative and quantitative targets
  • Contribute to an environment of continuous improvement
  • Alternate shifts may be required

Minimum Qualification

  • Bachelor’s Degree preferred
  • Minimum 2 years of relevant work experience including background in customer service or claims management
  • Experience with all Microsoft Office tools, ServicePower and SAP
  • Minimum of 1-year experience within Warranty & Service Administration team with a track record of excellent performance and attendance (internal transfers)

KNOWLEDGE, SKILLS & ABILITIES

  • Strong problem solving and critical thinking skills
  • Ability to take ownership of escalated issues to provide immediate resolution
  • Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint), ServicePower, SAP, and IPL
  • Excellent interpersonal and communication skills
  • Well-organized, self-starter with a high level of attention to detail
  • Must maintain a high level of knowledge of Electrolux products, processes, and systems
  • Commitment to customer satisfaction 
  • Ability to adapt to and quickly learn new systems and processes
  • Maintains an open mind and has a strong comfort level with change