Auto Glass Warranty Specialist
1 day ago
We are seeking a seasoned and skilled professional to join our team as a Vehicle Warranty Claims Expert. This role is dedicated to managing and adjudicating vehicle warranty claims related to auto glass services.
Key Responsibilities:- Handle all incoming warranty claims for water leaks, air leaks, molding issues, and possible cracks in auto glass (excluding new damage).
- Communicate directly with customers to assess concerns, explain warranty coverage, and set proper expectations.
- Work with technicians to coordinate inspections, repairs, and follow-ups on warranty cases.
- Investigate each claim thoroughly by reviewing job history, technician notes, photos, and customer-provided documentation.
- Approve or deny warranty claims in accordance with company policies, protecting the company's interests and ensuring fair, consistent decisions.
- Document all interactions and outcomes accurately in our CRM system.
- Manage escalated cases and sensitive customer situations with professionalism and clarity.
- Educate customers about warranty coverage, exclusions, and procedures.
- Minimum 5 years' direct experience handling vehicle warranty claims in the automotive service industry.
- Experience in the auto glass industry is a strong plus.
- Proven expertise in adjudicating warranty claims, reviewing supporting evidence, and communicating clear decisions.
- Excellent verbal and written communication skills in English; able to interact confidently with customers and technicians.
- Strong decision-making skills with the ability to balance customer satisfaction with company policies.
- Highly organized, detail-oriented, and able to manage multiple claims simultaneously.
- Proficient in CRM software and remote communication tools.
- Must have a reliable internet connection and a quiet, professional work environment.
This is not a general customer service, technician, or administrative position. Only candidates with substantial, direct experience handling vehicle warranty claims will be considered.
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