Service & Warranty Representative
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AI Summary
Manage the end-to-end process of service and warranty requests, including intake, research, and resolution execution. Coordinate with vendors and internal teams to ensure cost-effective and accurate resolution of product issues.
Benefits:
- 401(k)
- 401(k) matching
- Competitive salary
- Employee discounts
- Health insurance
- Paid time off
- Wellness resources
Position Overview
We are seeking a detail-driven Service & Warranty Representative to manage incoming service and warranty requests from start to finish. This role owns intake, research, decisioning, and execution—ensuring issues are resolved efficiently, accurately, and cost-effectively.
Call volume is predictable and manageable (approximately 5–10 incoming calls per day), supported by email and text communication. The right candidate is organized, analytical, and comfortable making judgment calls based on facts, documentation, and vendor constraints.
Key Responsibilities
- Service Intake: Receive and document incoming service and warranty requests via phone, text, and email.
- Order Research: Locate and review original orders to identify vendors, product specifications, and applicable warranty coverage.
- Issue Assessment: Determine viable resolution paths (repair, parts replacement, or full replacement).
- Cost Analysis: Assign and document costs associated with each resolution option to support informed decision-making.
- Execution: Process next steps by ordering parts, coordinating replacements, or scheduling service with vendors or installers.
- Vendor Coordination: Communicate with vendors to confirm availability, timelines, and warranty terms.
- Documentation: Maintain clear, accurate records of service cases, decisions, costs, and outcomes.
- Cross-Functional Communication: Collaborate with Design Consultants, Account Managers, Installers, and Operations to close the loop on service issues.
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Process Improvement: Identify recurring issues and inefficiencies and recommend practical improvements.
Qualifications
- High school diploma or equivalent required; associate’s or bachelor’s degree a plus.
- Strong attention to detail and ability to trace issues back to original order data.
- Comfortable navigating systems, search tools, and documentation (Microsoft Office or similar).
- Analytical mindset with the ability to compare options and weigh cost vs. outcome.
- Clear, professional communication skills—both written and verbal.
- Able to manage multiple open cases without losing accuracy or follow-through.
- Comfortable answering inbound calls as part of a broader responsibilities set.
This role is about ownership, accuracy, and execution. If you like solving real problems, working through details, and closing the loop—not just passing tickets along—this will be a strong fit.
Flexible work from home options available.
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