What are the responsibilities and job description for the Warranty Claims Representative position at IKO North America?
IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you!
Job Description
Reporting to the Warranty Claims Manager (U.S.), the Warranty Claims Representative is a key position within our team. You will be the voice of our organization and of our clients. But, more than that, you’ll also be a voice of compassion and care. Acting as the homeowner’s primary point of contact, you’ll listen, solve problems, answer questions and work to bring claims to conclusion.
When You Join Us You Will
Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Job Description
Reporting to the Warranty Claims Manager (U.S.), the Warranty Claims Representative is a key position within our team. You will be the voice of our organization and of our clients. But, more than that, you’ll also be a voice of compassion and care. Acting as the homeowner’s primary point of contact, you’ll listen, solve problems, answer questions and work to bring claims to conclusion.
When You Join Us You Will
- Provide superior service to our customers by listening, analyzing problems, and resolving issues
- Enter warranty claims into internal claim system
- Evaluate and make recommendations to the Warranty Claims Manager regarding payment or declination of warranty claims
- Process extended limited warranty applications
- Demonstrate quality communications skills while exhibiting a high level of professionalism with extreme sensitivity to balancing homeowner’s concerns with limited warranty coverage limitations.
- Demonstrate the ability to de-escalate calls
- Develop a familiarity with all of IKO’s residential roofing products
- Identify areas of improvement for various processes and implement changes
- Ad hoc projects
- Minimum of 2 years of previous call center or customer service experience
- Excellent communication skills
- Strong technical/troubleshooting ability
- Excellent multi-tasking abilities while maintaining attention to detail
- Possess superior team work and organizational skills
- Ability to adapt to change and work well in a fast-paced environment
- MS Office, especially MS Excel, MS Word & MS Outlook
- Word processing skills of at least 25 wpm
- Salesforce experience preferred
- High school diploma
- Bilingual (Spanish) a plus
- On-site work
Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.