What are the responsibilities and job description for the Claim Representative position at Therma-Tru?
Manage customer claim experience and inquiries to provide the best customer experience possible.
Key Responsibilities
- Effectively handles incoming customer calls in a timely manner
- Listens to customers’ questions and concerns and provides accurate and complete information for order status, product availability, shipment tracking, general product inquiries and claims and warranties
- Enter and process claims, warranties, freight and labor credits and returns in accordance with company guidelines. Provides appropriate solutions and/or alternatives
- Documents customer interactions in system database
- Resolve customer claims via phone, email, mail and/or social media in a timely manner
- Handles claims in the best interest of the customer and company.
- Provide troubleshooting to customers
- Communicates clearly and professionally, both verbally and in writing
- Ability to solve problems/situations that differ, requiring constructive thinking/imaginative approaches
- Make outbound customer service calls as needed to resolve claim and warranty issues
- Assist other Customer Care Agents with warranty and credit questions
- Comply with Customer Care goals, metrics, and standards
- May perform other duties as assigned
Basic Qualifications
- 3 years of experience working in fast-paced inbound customer service call center
- Strong written and verbal communication skills
- Highly motivated, self-starter who exhibits a high level of initiative and creativity
- Ability to learn new systems and processes, a quick learner
- Must be willing to accept constructive coaching and counseling
- Must have a working knowledge of Word, Outlook, and Excel
Preferred Qualifications
- 2 years of experience processing claims
- Millwork industry experience preferred
Additional Information
Travel Requirements
- Minimal
Work Schedule Hybrid, WFH, Onsite
- Remote with in person training
BENEFITS
- All the Insurance coverage you’d expect like medical, dental, vision, life insurance, flexible spending accounts, wellness programs, 401K all effective on your date of hire, and a bonus program
- Scholarship program for children of employees
- Annual merit and incentive programs
- Charitable gift matching
- Culture committed to work-life balance with flexible work options
- Associate Purchase Program on All Fortune Brands Products
Fortune Brands Outdoors & Security (Master Lock/Therma-Tru Doors/Fiberon) is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local low. Fortune Brands Doors & Security also prohibits harassment of applicants or employees based on any of these protected categories.
Candidates for positions with Fortune Brands Outdoors & Security must be able to present proof of identity and work eligibility post hire. Immigration visa sponsorship is not available for this position and accordingly this position is not appropriate for foreign students who will require sponsorship in the future, including assistance with an Optional Practical Training (OPT) F-1 extension.
To all recruitment agencies: Fortune Brands Outdoors & Security does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, our employees or any other company location. We are not responsible for any fees related to unsolicited resumes/CVs.
