About the job
ABOUT THE ROLE
The Claims Representative plays a crucial role in overseeing warranty claims from the initial intake to the final resolution, all while ensuring an exceptional customer experience. This position demands strong analytical skills, effective communication, and a keen ability to balance accuracy with cost efficiency and customer satisfaction. As a vital partner to customers, internal teams, and service providers, the Claims Representative ensures that claims are processed efficiently, documented meticulously, and resolved in accordance with company standards.
This is a hybrid role based out of our Peachtree City, GA facility, requiring two days in the office each week.
WHAT YOU’LL DO
- Claim Intake & Validation
- Receive, review, and validate incoming warranty claims to confirm accuracy and completeness.
- Initiate calls to customers as needed to clarify claim details.
- Maintain precise claim documentation and communication updates within Dynamics 365 CRM.
- Claim Management & Resolution
- Create detailed work orders for Cornerstone Building Brands (CBB) Technicians and third-party vendors, optimizing for cost, efficiency, and service quality.
- Monitor claim progress and ensure timely, cost-effective resolutions that elevate customer satisfaction.
- Facilitate discussions with customers regarding product standards and compliance, addressing concerns with professionalism and clarity.
- Process service reimbursements and prepare settlement letters as necessary.
- Quality Review & Root Cause Analysis
- Conduct research to identify underlying causes of product or service issues.
- Collaborate with plant personnel, sales teams, and other departments to support long-term corrective actions and process enhancements.
- Engage in initiatives aimed at reducing recurring issues and improving overall product and service quality.
- Communication & Reporting
- Prepare clear updates and communications for management regarding claim trends, issues, and opportunities.
- Ensure documentation and reporting for claims, resolutions, and settlement activities are accurate and comprehensive.
- Perform additional duties as assigned to meet departmental needs.