Customer Service – Claims

Customer Service – Claims

Requirements

• Proficiency with Windows based software (specifically Excel, Word, and PowerPoint) required.
• Strong communication skills (verbal and written).
• Customer Service background required.
• Investigation and negotiation experience is required.
• Detail-oriented.
• Able to multitask.
• Problem-solving skills.
• Organization skills.
• Decision-making skills.
• Time management skills.
• One-year certificate from college or technical school
• 1 – 2 years claims handling or similar experience.

Responsibilities

• Service inbound and initiate outbound customer service calls to ensure that customer claims are handled in a timely, accurate and perceived in a superior manner, by the Westlake customer base.
• Request credits and cheque requests for all Westlake Royal Roofing Solutions warranty claims. Generate replacement orders for customer resolution.
• Provide product availability to customers per department guidelines and negotiate labor costs with customers.
• Answer technical inquiries (e.g. product inquiries, installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate.
• Review and analyze customer warranty repair requests/claims to ensure compliance with warranty guidelines.
• Perform investigations to validate the legitimacy of claims.
• Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims.
• Log and update customer care requests and maintain warranty information in database.
• Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.
• Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems.
• Follow product and policy for complaint resolutions within approved DOA Matrix.
• Comply with Company Safety Policies and Procedures.
• Regular attendance, timeliness, and scheduling flexibility.
• Ensures SOX compliance processes are followed, and necessary documents are verified and kept on file as needed.
• Perform all other duties as directed by the Claims Supervisor or Claims Manager.

Preferred Qualifications

• SAP knowledge preferred.
• Claims adjuster background preferred.
• Investigative or negotiation experience.