SR Customer care Associate

• Books warranty repair orders and submits claims of manufacturer warranty.
• Maintains receivables schedules; processes service contract claims submissions and ensures appropriate follow-up.
• Works closely and effectively with teams of technicians, service writers, and supervisors.
• Coordinates with vendors and manufacturers to ensure prompt receipt and shipment of replacement parts.
• Communicates with Service Advisors to define the scope of a warranty claim.
• Processes all warranty paperwork to ensure proper documentation and to verify criteria.
• Reconciles all warranty receivables and works with the accounting department to obtain payments; keeps track of all services and customer records as required by the warrantor.
• Stays abreast of all factory recall announcements and procedures and establishes and builds positive relationships with the manufacturers designated warranty representatives and the representatives of any aftermarket warranty company with which the dealership conducts business.
• Reviews every warranty repair order is written for proper completion, accuracy, and legibility according to the applicable policies and procedure manuals.
• Determines the applicable labor operation code, failure codes, and/or other administrative data required and enter them on orders.
• Ensures that all deductibles are appropriately documented, so they are collected from the customer at the time of repair completion/delivery.
• Review all returned and/or rejected warranty claims and prepare the repair orders for immediate resubmission.
• Maintains a record of all claims submitted, returned/rejected, and paid and their current status.
• Establishes and maintains a record and control of the physical inventory of parts to be returned, inspected, or scrapped by the manufacturer or other warranty authority.
• Provides a weekly report to the Service Manager regarding claims status.
• Reports to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.
• Assists with other duties as assigned.
• Follow scheduled hours as needed, defined by your manager.

• 1-2-years of International Customer Service experience is preferred.

• Ability to logically identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to complex problems and incorporate an understanding of new information to implement productive and cost-effective solutions.
• Excellent interpersonal communication abilities include giving full attention to what other people are saying, asking appropriate questions, managing and understanding others reactions, and resolving issues in a professional/tactful manner over the phone and in person.
• Proficiency in using computers, Dealer software, Windows OS, Microsoft Excel, and Microsoft Outlook.
• Experience managing multiple small and large projects at any given period.
• Maintains a working knowledge of administrative/clerical procedures and systems.

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