Warranty Operations Level 3-Sales Support

Aktiebolaget Electrolux Charlotte , NC 28201

Posted 2 months ago

This position is responsible for locating, scheduling and ensuring service event takes place for our builder partners and consumers within a condensed timeframe. The primary goal is to provide the consumer and key builder partners with an effortless experience. The position requires a results-driven, fast-paced individual who can drive best in class customer service by exceeding consumer and customer expectations. Within this role, the individual will work on more complex and non-routine requests for service partnering with the Contract Sales Team, Warranty Teams, Field Service Team, Customer Engagement Center, Builders and Consumers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Ensure beginning to end resolution of all assigned service escalation files for our key national builder partners and consumers utilizing SAP, ServicePower and Mainframe

  • Achieve departmental KPI (70 service escalation files, cycle time 24 hours)

  • Research the consumer history to gain understanding of service history and use as a foundation for making decisions on resolution

  • Locate preferred service providers for service requests and schedule service for earliest available date

  • Negotiate same day/sooner service with service providers to provide most timely resolution

  • Create dispatches for service providers to accept a dispatch from Electrolux

  • Coordinate with key national builder partners for replacements and returns as needed

  • Maintain a strong relationship with our key national builder partners and service delivery network

  • Make outbound calls to the independent service network to secure service appointments for consumers

  • Process parts orders for direct shipment when needed to expedite service resolution

  • Coordinate with key national builder partners to ensure builder/consumer expectations are met

  • Provide daily reporting to supervisor on final resolution on service escalations worked

  • Communicate information on policies and procedures to key Builder Partners, service delivery network and consumers surrounding warranty coverage

  • Communicate servicer trends to leadership team to increase service coverage and decrease capacity gaps

  • Promote teamwork and positive interaction amongst customers, both internal and external

  • Contribute to a positive, energetic and high-performing team culture

  • Maintain a professional and positive demeanor at all times

  • Make recommendations for re-engineering existing processes to gain maximum efficiency

  • Maintain a dedication to providing exceptional customer service across multiple communication channels

Minimum Qualification

  • HS Degree required

  • Associates Degree, preferred

  • Minimum 3 years of relevant work experience including background in customer service processing escalations

  • Experience with all Microsoft Office tools (Excel, Word and Outlook)

  • SAP, ServicePower and Mainframe experience preferred

KNOWLEDGE, SKILLS & ABILITIES

  • Strong problem solving, negotiation and critical thinking skills

  • Excellent interpersonal and communication skills (written and verbal)

  • Commitment to customer satisfaction

  • Ability to adapt to and quickly learn new systems and processes

  • Maintains an open mind and has a strong comfort level with change

  • Accountable, dependable and punctual

  • Demonstrated ability to set priorities, meet deadlines and multi-task

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Warranty Operations Level 3-Sales Support

Aktiebolaget Electrolux