Job Abstract

We are searching for a Warranty Representative to join our Customer Service team!

DISCOVER

As our Warranty Representative, you will have the opportunity to showcase your strong customer focus by partnering with our retail/dealer customers to resolve warranty claims, which involves reviewing incoming claims, verifying warranty coverage, and approving service repairs. In addition, this role also has ~25% responsibility for reporting and analytics related to warranty data, analyzing results, and highlighting trends. This is a great opportunity to learn about our industry-leading products, such as Hot Spring® Spas, Caldera® Spas, Freeflow Spas®, Fantasy Spas®, and Endless Pools® and directly interact with our retail customers to ensure a positive customer experience.

YOUR RIPPLE EFFECT

• Do you have a passion for customer service? We are looking for an extremely customer-focused individual who can build positive relationships with our retail customers (who then sell our products to end users). You will partner with our customers to process and resolve warranty claims and know when to elevate claims to management for further review, all while ensuring overall customer satisfaction. You’ll also research claim data and warranty histories to successfully respond to and address complex inquiries.
• Can you remain cool under pressure? We’ll rely on you to work within our warranty guidelines to maintain the company’s position on certain warranty issues while demonstrating your professionalism and relationship-building skills in interactions with a variety of dealer customers. You will also defuse more difficult conversations on occasion, through effective problem solving and conflict resolution skills.
• Are you an excellent communicator? You will use your strong written communication skills to provide clear, concise, and professional email responses to customer warranty inquiries, and demonstrate your polished verbal skills to answer phone inquiries.
• Are you analytical? You’ll be responsible for running warranty-related reports (routine and ad-hoc), reviewing and analyzing data, and identifying trends related to product performance and warranty claims. You’ll also explore historical data and discover patterns to support the adequacy of returns, elevating warranty claim-related issues that require management review/input. 
• Do you consider yourself tech savvy? You will work within multiple systems and software, such as Microsoft Office Suite including MS Access, Excel, Word, Outlook, and SQL, to perform various tasks and inquiries. 
• Are you a team-player? You’ll be part of a tight-knit team that enjoys working together to solve warranty claims and have fun!

WHAT YOU BRING

• Bachelor's degree in Business Administration or a related field is preferred. 
• 2-3 years’ experience in customer service; experience with warranty claims is a plus. The equivalent combination of education and/or experience may be considered. 
• Strong proficiency in Microsoft Office suite, specifically Excel databases and reporting software. Experience using Microsoft Access, Visio, and SQL are a plus.
• Excellent customer service skills to include phone and email etiquette, with the ability to articulate information in a professional and thoughtful manner.
• Proven ability to run reports and queries, work with data, and perform analytics is desired.
• Excellent communication skills with the ability to interact with all levels within the organization as well as a strong ability to work in a team environment are required to be successful in this position. 

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

Hiring Range: $16.25-26.00

Many factors affect actual compensation including but not limited to experience, education, skills, and geographic location.

Watkins (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-Verify Right to Work Poster: English & Spanish