Warranty Claims Representative II

The Warranty Claims Representative II provides advanced assistance to customers over the phone or through electronic communication in all aspects of warranty service requests such as dispatching, warranty validation, registration, vendor authorization, service provider recruiting and any other customer related requests.

 This position will support Rheem North America, located in Fort Smith, AR. This is an on-site position. 

Responsibilities

• Deliver exceptional customer service by maintaining a professional, patient, empathetic, and solution-oriented approach with internal and external customers.

• Review and verify customer and warranty claim information for accuracy and completeness.

• Audit warranty claims, supporting documentation, vendor worksheets, recap sheets, and proof of purchase to determine eligibility and appropriate reimbursement.

• Evaluate installation, labor, repair, and product-related costs associated with warranty claims.

• Process and accurately enter warranty data into company systems, including claims involving unrecognized or competitive products.

• Utilize warranty, registration, parts, CRM, phone, and related systems to document, track, and resolve customer issues.

• Respond to inbound calls, emails, and inquiries from customers, distributors, retailers, contractors, and business partners regarding warranty matters.

• Guide customers through warranty repair, replacement, registration, and reimbursement processes.

• Ensure timely processing and payment of warranty claims, refunds, credits, and related transactions.

• Maintain and update warranty records, registrations, contract adjustments, and claim documentation within applicable systems.

• Process warranty claims, product returns, and extended warranty contract activities in accordance with company policies.

• Create and maintain reports and data in Excel and other business systems.

• Other duties as assigned

Qualifications

• High school diploma or GED required.

• 2+ years of experience in data entry, claims, warranty, accounts receivable, or related field.

• Call center and customer service experience preferred.

• Basic typing and data entry proficiency

• Proficient in email, scheduling, and Microsoft Office (Word, Excel, Outlook).

• Experience with warranty, accounting, or CRM systems.

• Strong written and verbal communication skills.

• Ability to follow written and verbal instructions.

• Comfortable navigating multiple computer systems simultaneously.

• Strong organizational, time management, and multitasking skills.

• Ability to prioritize work and adapt to changing demands.

• Effective problem-solving and decision-making skills.

• Strong customer service, diplomacy, and conflict resolution skills.

• Active listening skills and attention to detail.

• Ability to collaborate effectively in a team environment.

  HOW TO STAND OUT:

• Associates Degree or higher

• Experience with processing warranty claims

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

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