Job Description

Summary:

Part of the “customer care team” within the technical department, the Claim Representative provides excellent levels of customer service to ensure the needs of customers and consumers are being satisfied, concluding complaints within the department. This person’s primary role is responsible for managing, evaluating, and resolving product warranty claims filed by flooring retailers and contractors.

Main Duties:

This position is accountable for:

• Case Management
• Handles, within assigned authority, the case resolution process for both customer and Karndean Sales.
• Communicates with customers, gathering information required and guides them through the warranty process. Manages all assigned claims in Microsoft CRM.
• Determine whether Karndean’s product warranty covers the claimed product defect through evaluation processes. Coordinate with Technical advisors for sample reports or site inspections as required.
• Write formal approval/denial findings with the customer. Coordinate necessary replacement including flooring material and financial reimbursements.
• Files approved warranty claims with Karndean supplier for reimbursement.
• Product Care Questions
• Utilizing Karndean talking points and published literature, answering general product technical questions and complaints, responding to them in a timely manner and proactively following them through to a satisfactory resolution.
• Any other reasonable duties which may be required by management from time to time.

Experience:

• 2-4 years previous customer service experience with a similar position. Experience with claims resolution and settlement techniques is a plus.
• Able to work well under pressure in a fast-paced environment while handling a moderate case load.
• Experience in the construction or flooring industry is preferred.
• High School Diploma required, bachelor’s degree preferred.
• Confidence to problem solve, and the ability to diffuse upsetting situations.
• A calm, confident telephone manner.
• Excellent verbal and written communication skills.
• Able to work on own initiative as well as being a key team player.
• Curious, with an investigative approach.
• Ability to use Excel and Word to intermediate level.
• Experience with Microsoft Dynamics (Great Plains/CRM) or a similar CRM system is a plus.

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