Warranty Operations Level 2-Sales Support
Consumer & Customer Care
Full Time
Charlotte, Nc

This position is responsible for locating, scheduling and ensuring service event takes place for our designated VIP dealer partners, business partners and consumers within a condensed timeframe. The primary goal is to provide the consumer, business partner and VIP dealer partners with an effortless experience. The position requires a results-driven, fast-paced individual who can drive best in class customer service by exceeding consumer and customer expectations. Within this role, the individual will work on more complex and non-routine requests for service and product replacements partnering with the Builder Escalations Team, Contract Sales Team, Warranty Teams, Field Service Team, Consumer Experience Team, VIP Dealers, Business Partners and Consumers.


  • Ensure beginning to end resolution of all assigned escalation files for our designated VIP Dealer, key Builder partners and consumers utilizing SAP, ServicePower and Mainframe
  • Achieve departmental KPI (35 files, cycle times of 4 hours and 24 hours for email/queue)
  • Research the service history to gain understanding and use as a foundation for making decisions on resolution
  • Locate preferred service providers and schedule service for earliest available date
  • Negotiate same day/sooner service with service providers to provide most timely resolution
  • Coordinate with VIP Dealer/Builder partners for replacements and returns as needed 
  • Maintain a strong relationship with our VIP Dealer/Builder partners and service delivery network
  • Make outbound calls to the Servicers/VIP Dealer/Builders and Consumers to coordinate service/replacement/returns to ensure resolution is meeting VIP Dealer/Builder/Consumer expectations 
  • Determine parts availability and process parts orders for direct shipment when needed to expedite service resolution
  • Determine product availability and process replacement orders as well as maintain tracking of orders until completion for VIP Dealers and Builder Escalation Team
  • Partner with VIP Dealer/Builder partners on transportation to coordinate delivery/installation for replacements
  • Provide daily reporting to supervisor on status/final resolution for escalations worked
  • Communicate information on policies and procedures to VIP Dealer/Builder partners, service delivery network and consumers surrounding warranty coverage
  • Promote teamwork and positive interaction amongst customers, both internal and external
  • Contribute to a positive, energetic and high-performing team culture
  • Maintain a professional and positive demeanor at all times
  • Make recommendations for re-engineering existing processes to gain maximum efficiency
  • Maintain a dedication to providing exceptional customer service across multiple communication channels

Minimum Qualification

  • High School Degree, required
  • Bachelor’s Degree, preferred
  • Minimum 2 years’ relevant work experience including background in customer service
  • Intermediate experience with all Microsoft Office tools, ServicePower and SAP
  • Minimum of 2 years’ experience within Warranty & Service Administration team with a track record of excellent performance and attendance (internal transfers)


  • Strong problem solving, negotiation and critical thinking skills
  • Excellent interpersonal and communication skills (written and verbal)
  • Commitment to customer satisfaction 
  • Ability to adapt to and quickly learn new systems and processes
  • Ability to determine and communicate alternate solutions to meet VIP Dealer/Consumer expectations 
  • Maintains an open mind and has a strong comfort level with change
  • Accountable, dependable and punctual
  • Demonstrated ability to set priorities, meet deadlines and multi-task