The Warranty Services Representative is responsible for process improvements of warranty processes and policies. Identify improvement and cost saving opportunities. Work directly with customers, engineering, sales and field service teams, and accountability in identifying quality issues. Support all activities, processes, and initiatives, which are integral to the warranty and quality management systems of AMI's various divisions and facilities, and promote continual improvement within these systems. Provide leadership and direction to exceed quality standards and customers' expectations with continuous improvements to reduce labor and material costs. The Warranty Services Representative must be able to work in a high volume call center. Must have a customer centered focus, able to multi-task on the telephones, orchestrate and initiate emails to customers, adequately follow up to customer commitments. Must be self-sufficient and a self-starter; able to work in a strong team environment and support team mates. $16.00 Per Hour Hours: 8:30am - 5:00pm, Monday - Friday OBJECTIVES * Work to maintain KPI's as orchestrated by AMI (i.e., abandoned call rate, minimizing warranty processing times) * Order entry, order accuracy * Problem solving * Strong customer service, interpersonal skills DAY-TO-DAY RESPONSIBILITIES: * Ability to understand and learn warranty initiatives, policies, and overall structure across AMI * Identify and orchestrate details in support of processing customer warranty claims daily * Manage customer quality disputes to achieve resolution * Ability to manage multiple priorities and meet deadlines in a high volume call center * Seek new opportunities to improve our warranty processes * Ability to communicate, both written and verbal with customers, internal organizations across AMI cross functionally * Prepare customer correspondence and fulfill/respond to customers timely to ensure customer satisfaction * Accurately maintain company records and documents in accordance with policies and procedures * Ability to follow-up and drive closure to claim execution in support of customer commitments * Warranty claim maintenance as necessary with an ability to understand and enforce warranty policies * Ability to work cohesively within a strong team environment and support team mates at all levels * Ability to initiate and orchestrate Service Requests to support warranty claim initiatives to service customers and ensure customer satisfaction appropriately * Work in concert with Field Services team as necessary to ensure claim accuracy / customer support * 1-2 plus years of related work experience * Sales Force - claim initiation, reviewing, logging, updating of warranty claim activities * Strong attention to detail * Strong oral and written communication skills, articulation to customers and internal organizations * Self-sufficient and self-starter * Familiar with a SOP's and Warranty Services concepts, practices, and procedures * Fortis - recordkeeping * Strong computer skills - Outlook, Word, Excel, AS400 * Industry knowledge of windows, doors, siding and field service All your information will be kept confidential according to EEO guidelines.
