Warranty Claims Representative II
Company: Rheem Manufacturing Company
Location: Montgomery
Posted on: May 24, 2023
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Job Description:
A Career at Rheem: Where Comfort Is Your Calling
At Rheem, we're dedicated to bringing comfort to people's lives.
And, as a leading global manufacturer of heating, cooling and water
heating equipment, we're innovating all-new ways to deliver just
the right temperature while saving energy, water and supporting a
more sustainable future. It's an exciting challenge that requires a
team of talented, passionate people with a diverse set of skills.
From engineers to accountants, sales professionals to support
experts, Rheem depends on people to power our innovations. Join
Rheem and help shape the future of products that impact people's
lives-every day.
The WARRANTY CLAIMS REPRESENTATIVE II will be responsible for the
customer experience regarding the warranty reimbursement process
for defective water heaters, parts and labor claims coming from all
customers across all product channels and applications. Ensure
timely payment of all warranty claims including the processing of
check requests for labor, installation and defective product to
consumers and business partners. Answer inbound phone calls and
emails regarding warranties and inform customers of needed
corrections, rejections or denied warranty claims. Also responsible
for resolving registration and warranty contract adjustments.
Handle and resolve complaints.
WHAT YOU'LL DO
* Exhibit a high level of customer service diplomacy in maintaining
a patient, empathetic, and friendly tone while being adaptable to
changes and creating goodwill with internal and external
customers.
* Verify customer and warranty claim information for correctness,
checking it against previously obtained and available information
as necessary.
* Audit warranty forms, vendor worksheets, recap sheets, and/or
proof of purchase, to determine validity of warranty and
appropriate credit to the correct customer account.
* Determine validity of installation, labor, or repair costs
associated with defective parts and water heaters.
* Accurately enter warranty data in appropriate system(s) including
competitive warranty claims and models not recognized by the
warranty system.
* Work in and understand the warranty system, parts system,
registration system, phone, and CRM systems to ensure proper
documentation, reimbursement, and warranty resolution.
* Receive inbound phone calls from homeowners, distributors,
retailers, and plumbers and handle calls in all the warranty
related queues.
* Ability to handle email claims, questions, and requests in the
assigned warranty related email queues. Ensure timely handling,
resolution, and follow up.
* Advise homeowners how to obtain in-warranty repairs or
replacement. Authorize refunds to homeowners for defective products
where appropriate.
* Ensure timely payment of all warranty claims including the
processing of check requests for labor, installation and defective
product to consumers and business partners.
* Register water heaters and be able to work in the warranty
registration root system to solve warranty registration problems
and questions.
* Perform warranty contract adjustments in Oracle Install Base.
* Pull preplanned reports in iWarranty.
* Process a basic warranty claim in Oracle Trade Management.
* Process basic RLC Return Unit claims.
* Handle all aspects of commercial extended warranty contracts
(processing, billing, and documenting).
* Develop and maintain basic reports in Excel.
* Organize, plan, and prioritize work.
* Must attend work regularly.
WHAT YOU NEED
* High school diploma or general education degree (GED)
* 2 years of experience in data entry, claims, warranty, or
accounts receivable (or equivalent education)
* Call center or call center related experience and customer
needs.
REQUIRED KNOWLEDGE, SKILLS, & ABILITIES:
* Basic data entry of 30 words per minute (will be assessed)
* Email and electronic scheduling skills (will be assessed)
* Intermediate MS Office Skills - Word, Excel, and Outlook (will be
assessed)
* Warranty or accounting system experience.
* Ability to read, and comprehend short correspondence, and
memos
* Ability to carry out instructions furnished in written, oral, or
diagram form
* Ability to effectively navigate through several computer programs
simultaneously.
* Ability to prioritize multiple tasks and deal with numerous
interruptions
* Demonstrated ability to work well with others in a team
environment
* Ability to solve practical problems and deal with a variety of
concrete variables in situations where only limited standardization
exists.
* Ability to effectively problem solve and work toward
resolution.
* Demonstrate a high level of customer service diplomacy in
stressful situations.
* Good organizational, time management and multi-tasking
skills.
* Strong active listening skills.
* Demonstrate ability to work well with others in a team
environment
* Able to work weekends, staggered shifts, and holidays
HOW TO STAND OUT
* College or vocational school accounting classes
Rheem is an Equal Opportunity Employer. Rheem encourages all
qualified candidates to apply, including those of any race, color,
religion, gender, gender identity or expression, sexual
orientation, national origin, genetics, disability, age, or veteran
status. The job description above has been designed to indicate the
general nature and level of work performed by employees within this
classification. It is not designed to contain or be interpreted as
a comprehensive inventory of all duties, responsibilities and
qualifications required of employees assigned to this job.
Equivalent combination of education, experience, and skills may
supplement above minimum job requirements.
For U.S. Based jobs, please note that Rheem is unable to hire
candidates to be employed in the following states: Alaska, Hawaii,
Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota,
South Dakota, Vermont, West Virginia, or Wyoming.
Rheem and its subsidiaries do not accept unsolicited resumes from
recruiters or employment agencies. In the absence of an executed
Recruitment Services Agreement, there will be no obligation to any
referral compensation or recruiter fee.
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Keywords: Rheem Manufacturing Company, Montgomery , Warranty Claims Representative II, Other , Montgomery, Alabama
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