Claims & Customer Experience Lead — Flexible Work

Tarkett; Solon (IA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive benefits

Retirement plan options

Flexible work arrangements

Job summary

Tarkett is seeking an Administrative Claims Coordinator to manage daily interactions with customers regarding product issues, coordinate the claims process, and ensure timely resolution with accurate data. The role requires handling claims from filing through investigation to closing, with a focus on warranty terms and customer satisfaction.

The position emphasizes collaboration across departments, performance in data accuracy, and handling credits, replacements, or denials as appropriate.

Responsibilities

• Manage daily interactions with internal and external customers regarding product issues or inquiries.
• Serve as the primary contact for filing administrative claims, analyzing claims for accuracy, and facilitating resolution to customer satisfaction.
• Analyze claims data for accuracy and completeness.
• Examine submitted carpet damage claims, review photos, docs and customer details to assess validity under warranty terms.
• Identify issues with claims such as missing information or suspected fraud.
• Gather additional information from customers and dealers about damage, installation details and maintenance history.
• Determine actions based on policy guidelines, including repairs, replacements or denial.
• Calculate compensation for valid claims based on damage extent and warranty coverage.
• Negotiate settlement terms with customers or dealers as needed.
• Generate return authorizations, arrange freight pickups, and manage related freight concerns.
• Coordinate with shipping to resolve errors and expedite rush orders.
• Provide credits for validated claims and coordinate with credit department for replacements and refunds.
• Handle customer debit requests with accuracy and completeness.
• Maintain accurate records of all claims and documentation, and track outstanding claims for timely resolution.
• Work with multiple departments to optimize the claims process and handle incoming calls from customers, sales reps, and other departments.
• Participate in daily, monthly and ad-hoc team meetings and complete required courses for development.

Job description

Tarkett is seeking an Administrative Claims Coordinator to manage daily interactions with customers regarding product issues, coordinate the claims process, and ensure timely resolution with accurate data. The role requires handling claims from filing through investigation to closing, with a focus on warranty terms and customer satisfaction.

The position emphasizes collaboration across departments, performance in data accuracy, and handling credits, replacements, or denials as appropriate.