Customer Support Specialist — Warranty & Inquiries (Troy, OH)

Clopay Corporation; Troy (OH); On-site; USD 19,000 - 25,000; Part time

Job summary

Clopay Corporation in Troy, Ohio seeks a Consumer Services Representative to handle customer inquiries, warranty questions, and communications via phone, email, and live chat. The role involves editing, analyzing, and servicing inquiries within the Istore and maintaining documentation per company policies.

The candidate will contribute to warranty processing, rebates, and timely responses, while supporting a high call-answer rate in the ACD system.

Qualifications

• Experience handling customer inquiries and warranty issues.
• Experience with live chat and email responses.
• Ability to follow policies and document interactions.

Responsibilities

• Edit, analyze, interpret, and service customer inquiries, correspondence, and telephone calls.
• Generate and mails programmed consumer response letters, processes warranty registrations, rebates processing, live chat, and web-page e-mail responses.
• Follow up complaints, which may require replacements, factory servicing, or other adjustments to ensure customers’ satisfaction within established policies.
• Investigate and expedite product (service) warranty claims and complaints following marketing policies.
• Maintain references and files incidental to the process.
• Keep the company informed on warranty and marketing policies, along with trends in product defects, parts shortages, damages, and other related issues.
• Position is logged into the ACD system at all times to ensure a 94% call answer rate.

Skills

Customer service

Communication skills

ACD system proficiency

Tools

Istore

Warranty processing tools

Job description

Clopay Corporation in Troy, Ohio seeks a Consumer Services Representative to handle customer inquiries, warranty questions, and communications via phone, email, and live chat. The role involves editing, analyzing, and servicing inquiries within the Istore and maintaining documentation per company policies.

The candidate will contribute to warranty processing, rebates, and timely responses, while supporting a high call-answer rate in the ACD system.