Customer Care Representative
Navien

Customer Care Representative

Customer Care

Full Time

What we are looking for

The Customer Care Department is responsible for all labor issues associated with warranty regarding the tankless water heater units. The Customer Care Department works as a team and this candidate should have a strong team ethic and have the ability to work autonomously under their own initiative. The post holder should have customer service experience and administrational / secretarial experience with good communication skills and an aptitude for attention to detail.

Responsibilities:

• Customer Service Phone Support (75%-90% of the day)
  • Answer phone calls as they come in to register units, answer basic questions, provide warranty details and redirect calls as needed
  • Create confirmation documentation of registered units for customers upon request
  • Explain warranty information and guidelines to customers and Contractors
  • Research SAP to determine if caller has already been paid or is still eligible for labor payments
  • Assist customers by directing them to the Navien website to find Contractors and Distributors for their needs
• Denials and Difficult Conversations
  • Explain to upset and irate customers why their labor claim is being denied in a calm manner. Explanations may also need to be typed up.
• Voicemails
  • Check voicemails twice per day and return calls as needed
• Warranty Cards
  • Gather mailed-in registration cards and enter the data into CIC daily

Skills:

• Excellent customer service, specifically with irate customers
• Extremely detail oriented but always keeps the big picture in mind
• Self-motivated
• Resourceful
• Enthusiastic and able to work in a fast paced and high energy environment

Education/and or Related Experience:

• 2-3 years of experience working in a customer service. Call center experience is a plus.
• Excellent written and verbal communication skills
• Typing skills of 45 WPM along with strong 10 key abilities
• Strong prioritization and time management skills
• Ability to work independently with a minimum amount of oversight

Pay Scale: $19.00 - $20.00/hr depending on experience

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.

Benefits

• PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
• Employee-only premium covered at 100%, and dependent premium covered at 50%
• Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
• Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
• 10.5 Paid Holidays per calendar year
• Community Involvement Volunteer Day
• 401K Plan, 100% match on employee's contribution, up to a maximum of 5%
• Employee discounts on Navien products
• LinkedIn Learning License
• Life Style Spending Account: You choose-- gas, pet care, elder care, gym membership
• Work from Home Benefit

About Navien, Inc.

Since 2006, Navien, Inc. has become one of the fastest growing companies in the home comfort sector in North America and is now the leader in condensing technology, providing condensing tankless water heaters, combi-boilers, wall-hung boilers, and advanced water treatment solutions. Navien's products possess state-of-the-art technology, high efficiency and reliable quality.

Navien has achieved international recognition for its sophisticated engineering and robust designs. Backed by parent company, KD Navien, with more than forty years of experience with advanced boiler and water heating technology, Navien will continue its mission to provide high quality products. Navien products are available in the United States and Canada through a selected network of wholesale distributors.

Navien, Inc. is an Equal Opportunity Employer

This job has expired.