Manage incoming service and warranty requests from start to finish.
Own intake, research, decisioning, and execution ensuring issues are resolved efficiently, accurately, and cost-effectively.
Receive and document incoming service and warranty requests via phone, text, and email.
Locate and review original orders to identify vendors, product specifications, and applicable warranty coverage.
Determine viable resolution paths (repair, parts replacement, or full replacement).
Assign and document costs associated with each resolution option to support informed decision-making.
Process next steps by ordering parts, coordinating replacements, or scheduling service with vendors or installers.
Communicate with vendors to confirm availability, timelines, and warranty terms.
Maintain clear, accurate records of service cases, decisions, costs, and outcomes.
Collaborate with Design Consultants, Account Managers, Installers, and Operations to close the loop on service issues.
Identify recurring issues and inefficiencies and recommend practical improvements.

High school diploma or equivalent required; associate’s or bachelor’s degree a plus.
Strong attention to detail and ability to trace issues back to original order data.
Comfortable navigating systems, search tools, and documentation (Microsoft Office or similar).
Analytical mindset with the ability to compare options and weigh cost vs. outcome.
Clear, professional communication skills—both written and verbal.
Able to manage multiple open cases without losing accuracy or follow-through.
Comfortable answering inbound calls as part of a broader responsibilities set.

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