Warranty Operations Level 2-Sales Support
Consumer & Customer Care
Full Time
Charlotte, Nc
2019-04-30

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • 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)

KNOWLEDGE, SKILLS & ABILITIES

  • 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