Auto Glass Warranty Case Manager

3 days ago

Mandaluyong City, National Capital Region, Philippines beBeeWarranty Full time $45,000 - $60,000
Job Description

We are seeking an experienced professional to manage and adjudicate vehicle warranty claims related to auto glass services.

This position requires a high level of expertise in handling warranty claims, reviewing supporting evidence, and communicating clear decisions.

  • Manage all incoming warranty claims strictly related to auto glass, including water leaks, air leaks, molding issues, and possible cracks (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, always protecting the company's interests and ensuring fair, consistent decisions.
  • Document all interactions and outcomes accurately in our system.
  • Manage escalated cases and sensitive customer situations with professionalism and clarity.
  • Educate customers about warranty coverage, exclusions, and procedures.
Requirements
  • Minimum 5 years' direct experience handling vehicle warranty claims in the automotive service industry is REQUIRED.
  • 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 software and remote communication tools.
  • Must have a reliable internet connection and a quiet, professional work environment.

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