• Warranty Administrator/ Claim Processing/ VCB's
  • Liaison to Customer Service Manager, Parts Manager, Customer
  • Connect with team members
  • Responsible to monitor progress and volume of claims, calls, emails,
    • Provide month end reports to reflect:
      • number of Claims each month
      • Dollar amount of claims
      • Chargebacks from Claims
      • Top 5 vendor chargebacks
        • Include number of occurrences/ claims
        • Dollar Amount
      • Volume of calls & emails
      • Separate in-house Service Claims
        • Include number occurrences/ claims
        • Dollar Amount
      • Provide Assistance with escalated customer's/ concerns
  • Understand and foster the big picture for the service levels within your oversight
  • Be aware of the Customer's Journey, and continuously strive to make the journey positive and profitable
    • Build and maintain relationships with customer channels to faciliate excellent Customer Service

Qualifications

• Emotional Stability -Stable consistent mannerisms, works well under stress, poise, knows how to handle and relieve stress properly
• Resourceful -Knows, understands and utilizes resources properly (systems, products, people)
• Demonstrates Initiative -Willing to jump in/fill in when a need arises
• Motivated -Self-motivated and motivating others
• Empathy -Good listening skills
• Forecasting the Day/Week -Planning, action planning, strategic thinking (Processes and people)
• Time/ Energy Management
• Teachable -Open to learn, willing to ask questions, assertive communication about needs/ wants
• Communication -Multi-directional, cascading, prompt, concise, persuasive, diplomatic
• Follow Through
• Reliable, Honest, Creative