Customer Service/Warranty Administrator

Boaters World Manufacturing Group; Chocowinity (NC); Remote; USD 34,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Paid Time Off

Paid Holidays

Employee Discounts

Training Programs

Career Growth

Job summary

Boater’s World Manufacturing Group is seeking a dependable Customer Service / Warranty Representative to join our Customer Experience team. You will respond to dealers, boat owners, and customers by phone, email, and web inquiries while connecting them with the right resources.

The role includes processing warranty claims, parts orders, and maintaining records in our CRM. Responsibilities include routing questions, following up timely, and ensuring professional communication.

Qualifications

• Previous customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Professional and courteous communication by phone and email.
• Organizational skills with attention to detail.
• Ability to work independently in a remote environment while staying connected with the team.
• Must reside in North Carolina.

Responsibilities

• Respond to phone calls, emails, web inquiries in a timely manner.
• Serve as first contact for dealers, owners, and customers.
• Gather information to determine next steps and route to proper team.
• Provide product, company, and process information as needed.
• Maintain CRM and case records, follow up on open requests.
• Escalate complex issues to the appropriate team.
• Support warranty claims, parts/orders processing, and documentation.

Skills

Customer service

Phone & email support

CRM software

MS Office

Problem solving

Organizational skills

Communication skills

Remote work

NC residency

Education

Associate degree

Tools

CRM systems

ERP systems

Job description

Description

Boater’s World Manufacturing Group is seeking a dependable and customer-focused Customer Service / Warranty Representative to join our Customer Experience team.

The Customer Service / Warranty Representative serves as a front-line point of contact for dealers, boat owners, prospective customers, and other incoming inquiries. This position is responsible for responding to phone calls, emails, web inquiries, and other customer communications while helping connect customers with the appropriate internal resources.

This role also provides administrative support to the Customer Experience team by processing warranty claims, processing parts & accessories orders, documenting customer interactions, maintaining accurate records, following up on open requests, and helping ensure customers receive timely and professional assistance.

Essential Duties & Responsibilities

• Respond to incoming customer phone calls, emails, web inquiries, and other communications in a professional and timely manner
• Serve as a first point of contact for dealers, owners, prospective customers, and other external contacts
• Listen to customer questions and concerns and gather the information needed to determine the appropriate next steps
• Provide general product, company, and process information within the scope of the position
• Route technical, warranty, parts, service, or other specialized questions to the appropriate department or team member to get information and respond back to the dealer, and customers in a timely manner.
• Maintain professional, helpful, and courteous communication throughout each customer interaction
• Follow up on customer requests and open items to help ensure timely resolution
• Communicate updates to customers when additional research or internal assistance is required
• Escalate complex, sensitive, or unresolved customer concerns to the appropriate team member or manager
• Maintain accurate customer contact information and case records
• Assist with tracking open customer requests and outstanding follow-up items
• Identify recurring customer questions or concerns and communicate trends to the appropriate team members
• Support customer satisfaction and retention through consistent and professional service
• Enter and maintain information within CRM, customer service, warranty, or other company systems
• Assist with organizing customer records and supporting documentation
• Help maintain departmental trackers and follow-up lists
• Support special projects and other administrative needs as assigned
• Maintain confidentiality and appropriately handle customer and company information

Requirements

• Previous customer service, call center, administrative support, dealership, or related experience preferred
• Strong verbal and written communication skills
• Professional and comfortable communicating with customers by phone and email
• Strong listening and problem-solving skills
• Ability to remain professional and helpful when working with frustrated or concerned customers
• Strong organizational skills and attention to detail
• Ability to manage multiple customer requests and priorities
• Comfortable learning new computer systems and business processes
• Proficiency with Microsoft Office and general computer applications
• Ability to work independently in a remote environment while remaining connected with the team
• Reliable internet connection and appropriate workspace for handling customer calls and company information
• Must reside in North Carolina

Preferred Qualifications

• 1–3 years of customer service, call center, customer support, administrative, or related experience
• Associate degree or additional education in Business, Communications, Customer Service, or a related field
• Previous marine, boat, powersports, automotive, dealership, or manufacturing customer-service experience
• Experience supporting dealers, distributors, or retail customers
• Experience using CRM, DMS, ERP, warranty, ticketing, or customer-service systems
• Experience working in a remote customer-service environment
• Familiarity with boats, marine products, parts, service, or warranty processes

Benefits

• Medical, dental, and vision insurance
• Life insurance
• 401(k) with company match
• Paid time off
• Paid holidays
• Employee discounts
• Training and professional development opportunities
• Opportunities for career growth and advancement

Equal Employment Opportunity

Boater’s World Manufacturing Group is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs without regard to any characteristic protected by applicable law.