Claims Representative, Consumer

Cornerstone Building Brands; Rocky Mount (VA); Hybrid; USD 39,000 - 53,000; Full time

Benefits offered by this job

Medical, dental and vision benefits (初

Job summary

Cornerstone Building Brands in Rocky Mount, VA, is seeking a Claims Representative to manage warranty claims from intake to resolution. This hybrid role requires 2 days in the office weekly and emphasizes analytics, cost efficiency, and customer satisfaction.

You will work with customers, internal teams, and service providers, maintaining documentation in Dynamics 365 CRM and coordinating with technicians and vendors. Strong communication and problem-solving are essential.

Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Experience in claims or service roles within building materials is a plus.
• Experience with CRM systems and claims-related tools is desirable.

Responsibilities

• Handle warranty claims intake, validation, and documentation.
• Create work orders for technicians and vendors to ensure timely resolutions.
• Monitor progress, optimize cost and service quality, and communicate updates.
• Conduct root-cause analysis and support corrective actions.
• Prepare management reports on claim trends and opportunities.

Skills

Analytical skills

Clear communication

CRM experience

Excel/Office tools

Attention to detail

Independent work

Cost-consciousness

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Dynamics 365 CRM

AccuQuote (desirable)

Job description

ABOUT THE ROLE

The Claims Representative is responsible for managing warranty claims from initial intake through final resolution while delivering a premier customer experience. This role requires strong analytical skills, clear communication, and the ability to balance accuracy, cost efficiency, and customer satisfaction. The Claims Representative serves as a key partner to customers, internal teams, and service providers, ensuring claims are processed effectively, documented thoroughly, and resolved in alignment with company standards.

This is a hybrid role based out of our Rocky Mount, VA plant requiring 2 days in the office per week.

WHAT YOU’LL DO

• Claim Intake & Validation
  • Receive, review, and validate incoming warranty claims to determine accuracy and required information.
  • Initiate clarification calls to customers as needed to complete claim details.
  • Maintain accurate 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 cost, efficiency, and service quality.
  • Monitor claim progress and ensure timely, cost-effective resolutions that enhance customer satisfaction.
  • Host product standards and compliance discussions with customers, helping address concerns professionally and clearly.
  • Administer service reimbursements and prepare settlement letters when applicable.
• Quality Review & Root Cause Analysis
  • Conduct research to identify root causes of product or service issues.
  • Collaborate with plant personnel, sales teams, and other departments to support long-term corrective actions and process improvements.
  • Participate in discussions and initiatives aimed at reducing recurring issues and improving overall product and service quality.
• Communication & Reporting
  • Prepare clear communications and updates for management regarding claim trends, issues, and opportunities.
  • Ensure documentation and reporting for claims, resolutions, and settlement activities are accurate and complete.
  • Perform additional duties as assigned to support departmental needs.

SKILLS & QUALIFICATIONS

• Strong ability to interpret customer claims and apply relevant warranty coverage.
• Ability to read and interpret product specifications, drawings, and order confirmations.
• Exceptional analytical and problem-solving skills with the ability to identify root causes and recommend solutions.
• Strong verbal and written communication skills with a customer-centric approach.
• Ability to manage difficult discussions and mitigate customer dissatisfaction effectively.
• Proficiency in Microsoft Excel, Word, and PowerPoint, with the ability to learn new systems quickly.
• Strong attention to detail and accuracy in a fast-paced environment.
• Ability to work independently while supporting team and departmental goals.
• High curiosity, initiative, and willingness to grow in an evolving environment.

WHAT YOU’LL NEED

• Education: High School Diploma or equivalent required; Bachelor’s degree preferred. Professional experience in a claims or service role, preferably within the building materials industry will be considered in lieu of education.

• Experience/Technical Skills:
  • Experience in Ordering/Quoting systems is desired (AccuQuote preferred).
  • Experience with CRM systems is desired.

Additional Information

The US base salary range for this full-time position is $22 / hour + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.)

All your information will be kept confidential according to EEO guidelines.

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

• Full-time* team members receive** medical, dental and vision benefits starting day 1
• Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

*Full-time is defined as regularly working 30+ hours per week.

**Union programs may vary depending on the collective bargaining agreement.

Cornerstone Building Brands is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organization's Participation in E-Verify Poster here.

All your information will be kept confidential according to EEO guidelines.