On-Site Warranty Claims Specialist II

U.S. Water Heating; Fort Smith (AR); On-site; USD 42,000 - 52,000; Full time

Job summary

Rheem North America in Fort Smith, AR is seeking a Warranty Claims Representative II to provide advanced assistance to customers by phone or email, handling warranty service requests, validation, registrations, and related tasks.

You will review claims, audit documentation, process data in CRM and Excel, support vendors and service providers, respond to inquiries, and help ensure timely processing and reimbursement.

Qualifications

• High school diploma or GED required.
• 2+ years of experience in data entry, claims, warranty, accounts receivable, or related field.
• Call center and customer service experience preferred.
• Basic typing and data entry proficiency.
• Proficient in email, scheduling, and Microsoft Office (Word, Excel, Outlook).
• Experience with warranty, accounting, or CRM systems.
• Strong written and verbal communication skills.
• Ability to follow written and verbal instructions.
• Comfortable navigating multiple computer systems simultaneously.
• Strong organizational, time management, and multitasking skills.
• Ability to prioritize work and adapt to changing demands.
• Effective problem-solving and decision-making skills.
• Strong customer service, diplomacy, and conflict resolution skills.
• Active listening skills and attention to detail.
• Ability to collaborate effectively in a team environment.

Responsibilities

• Deliver exceptional customer service by maintaining a professional, patient, empathetic, and solution-oriented approach with internal and external customers.
• Review and verify customer and warranty claim information for accuracy and completeness.
• Audit warranty claims, supporting documentation, vendor worksheets, recap sheets, and proof of purchase to determine eligibility and appropriate reimbursement.
• Evaluate installation, labor, repair, and product-related costs associated with warranty claims.
• Process and accurately enter warranty data into company systems, including claims involving unrecognized or competitive products.
• Utilize warranty, registration, parts, CRM, phone, and related systems to document, track, and resolve customer issues.
• Respond to inbound calls, emails, and inquiries from customers, distributors, retailers, contractors, and business partners regarding warranty matters.
• Guide customers through warranty repair, replacement, registration, and reimbursement processes.
• Ensure timely processing and payment of warranty claims, refunds, credits, and related transactions.
• Maintain and update warranty records, registrations, contract adjustments, and claim documentation within applicable systems.
• Process warranty claims, product returns, and extended warranty contract activities in accordance with company policies.
• Create and maintain reports and data in Excel and other business systems.
• Other duties as assigned

Skills

Customer service

Data entry

Communication

Multitasking

Problem solving

Education

High school diploma or GED

Associates Degree or higher

Tools

CRM systems

Excel

MS Office

Job description

Rheem North America in Fort Smith, AR is seeking a Warranty Claims Representative II to provide advanced assistance to customers by phone or email, handling warranty service requests, validation, registrations, and related tasks.

You will review claims, audit documentation, process data in CRM and Excel, support vendors and service providers, respond to inquiries, and help ensure timely processing and reimbursement.