Warranty Claims Representative II

Rheem Manufacturing Company; Fort Smith (AR); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Rheem Manufacturing Company in Fort Smith, AR, is seeking a Warranty Claims Representative II to process warranty returns, evaluate claim costs, and ensure timely reimbursements. The role supports customers across channels and uses CRM systems to document and resolve issues.

The position is hybrid, requiring four days in office with one remote day after training, and offers opportunities to contribute to cross-functional claims processing and data reporting in Excel.

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

Data entry

Customer service

Multitasking

Microsoft Office

CRM systems

Education

High school diploma or GED

Tools

CRM systems

Excel

Job description

Warranty Claims Representative II

The Warranty Claims Representative II receives and processes warranty returns for defective products or parts incoming from customers across product channels and applications. Provides information to customers in regards to the status of returned goods authorizations, rejections or denied warranty claims.

This position will serve our Rheem North America located in Fort Smith, AR, Montgomery, AL, or O'Fallon, MO. This is a hybrid position with 4 days in office and day remote after training.

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

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.

As a Leader At Rheem, How You Achieve Results Is As Important As The Results You Achieve. While LEADING SELF, You Will Be Expected To Demonstrate The Following Competencies And Behaviors

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

About Us

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we’re passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives—every day.

Our Behavior Based Values Set Us Apart

• Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
• Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.