On-Site Customer Experience & Warranty Specialist

Pay.Com; Troy (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Clopay Corporation in Troy, Ohio seeks a Consumer Services Representative to handle a broad range of customer inquiries and warranty-related tasks. The role supports the Istore, processes letters, registrations, rebates, and live chats, and tracks communications to ensure high-quality service.

The position emphasizes timely follow-up of complaints, warranty claims, and adherence to company policies, while maintaining organized records and contributing to improving product-related communications.

Qualifications

• Excellent customer service skills with ability to handle diverse inquiries.
• Experience with warranty processing and order tracking.
• Strong attention to detail and data entry accuracy.

Responsibilities

• Edit, analyze, interpret, and service customer inquiries, correspondence, and telephone calls varying broadly in nature and scope relative to pre-purchase questions, product comparisons, how-to-measure information, literature requests, and warranty issues. Will work within the Istore.
• Generates and mails programmed consumer response letters, processes warranty registration cards, rebate processing, live chat, and web-page e-mail responses.
• Follow up complaints, which may require replacements, factory servicing, or other adjustments to ensure customers’s 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

Warranty processing

ACD system

Live chat

Data entry

Pre-purchase inquiries

Job description

Clopay Corporation in Troy, Ohio seeks a Consumer Services Representative to handle a broad range of customer inquiries and warranty-related tasks. The role supports the Istore, processes letters, registrations, rebates, and live chats, and tracks communications to ensure high-quality service.

The position emphasizes timely follow-up of complaints, warranty claims, and adherence to company policies, while maintaining organized records and contributing to improving product-related communications.