Claims Representative, Warranty

Job Description ABOUT THE ROLEThe Claims Representative is responsible for managing warranty claims from initial intake through final resolution while delivering a premier customer experience. This role requires strong analytical skills, clear communication, and the ability to balance accuracy, cost efficiency, and customer satisfaction. The Claims Representative serves as a key partner to customers, internal teams, and service providers, ensuring claims are processed effectively, documented thoroughly, and resolved in alignment with company standards. This is a hybrid role based out of our location in Rocky Mount, VA, or Bryan, TX, Dallas TX, Paris, IL or Toledo, OH, requiring 2 days in the office per week. WHAT YOU'LL DO - Claim Intake & Validation - Receive, review, and validate incoming warranty claims to determine accuracy and required information. - Initiate clarification calls to customers as needed to complete claim details. - Maintain accurate claim documentation and communication updates within Dynamics 365 CRM. - Claim Management & Resolution - Create detailed work orders for Cornerstone Building Brands (CBB) Technicians and third-party vendors, optimizing cost, efficiency, and service quality. - Monitor claim progress and ensure timely, cost-effective resolutions that enhance customer satisfaction. - Host product standards and compliance discussions with customers, helping address concerns professionally and clearly. - Administer service reimbursements and prepare settlement letters when applicable. - Quality Review & Root Cause Analysis - Conduct research to identify root causes of product or service issues. - Collaborate with plant personnel, sales teams, and other departments to support long-term corrective actions and process improvements. - Participate in discussions and initiatives aimed at reducing recurring issues and improving overall product and service quality. - Communication & Reporting - Prepare clear communications and updates for management regarding claim trends, issues, and opportunities. - Ensure documentation and reporting for claims, resolutions, and settlement activities are accurate and complete. - Perform additional duties as assigned to support departmental needs. SKILLS & QUALIFICATIONS - Strong ability to interpret customer claims and apply relevant warranty coverage. - Ability to read and interpret product specifications, drawings, and order confirmations. - Exceptional analytical and problem-solving skills with the ability to identify root causes and recommend solutions. - Strong verbal and written communication skills with a customer-centric approach. - Ability to manage difficult discussions and mitigate customer dissatisfaction effectively. - Strong attention to detail and accuracy in a fast-paced environment. - Ability to work independently while supporting team and departmental goals. - High curiosity, initiative, and willingness to grow in an evolving environment. Qualifications WHAT YOU'LL NEED Education: High School Diploma or equivalent required; Bachelor's degree preferred. Professional experience in a claims or service role, preferably within the building materials industry will be considered in lieu of education. Experience/Technical Skills: Experience in Ordering/Quoting systems is desired (AccuQuote preferred). Experience with CRM systems is desired. Proficiency in Microsoft Excel, Word, and PowerPoint, with the ability to learn