Essential Functions

• Manage the complaints log through the cases/warranty process.
• Assign responsibility for each case/warranty.
• Ensure all relevant information is gathered for the case/warranty file.
• 24 hour feedback to the customer on actions.
• Issue case/warranty reports to management team as specified.
• Regular feedback to customer on warranty status
• Once issue resolved notify customer and seek feedback
• Maintain log of site warranty inspections eg weathertight
• Advise field service technicians of inspections required
• Issue customers with close out warranty documentation

Knowledge, Skills, and Abilities

• Demonstrates a high level of verbal and written communication skills is a must.
• Shows customer empathy being able to discuss difficult situations.
• The ability to work in a fast-paced environment and manage multiple priorities.
• Strong Personal Computer working capabilities in MS Office (Excel, Word, PowerPoint, Adobe Writer, Visio, and basic Windows environment)

Education and Experience

• High school diploma or equivalent.
• Strong customer service skills, including conflict resolution and consistent, follow-through.
• Excellent verbal and written communication skills.
• Ability to effectively establish and maintain positive relationships with customers.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Intermediate skill level in Microsoft Office (Excel, Word, Outlook primarily).

Physical Requirements

• Ability to work the core hours of 8am-5pm Monday thru Friday with ability to work overtime as needed.
• Ability to sit for extended periods. Must be able to twist, reach, grasp, and other physical movements.
• Ability to regularly work in conditions typical of an office environment, and occasionally work in conditions typical of a manufacturing environment, including noise, extreme temperatures and humidity, odors, dust, etc.
• Ability to wear prescribed personal protective equipment and appropriate clothing.
• Ability to read, write, and verbally communicate fluently in English.
• Ability to effectively use a telephone, computer, monitor, keyboard, mouse, and common office equipment and machinery.
• Ability to interact effectively with clients, contractors, employees, and other individuals, and must possess professional phone etiquette.
• Ability to function effectively with moderate to high levels of stress in a demanding and dynamic environment.
• Must be able to concentrate for extended periods of time and consistently produce accurate work product, organized thoughts, and execute sound judgment.
• Must be reliable and dependable.
• Ability to lift 25 lbs.

Working Environment

While performing the duties of this job, the employee may be required to enter the manufacturing plant.

AWIP is committed to providing equal opportunity for employees and applicants in all aspects of the employment relationship, without regard to race, color, sex, sexual orientation, gender identity, national origin, citizenship, marital status, veteran status, disability, age, religion or any other classification protected by law. In that regard, U.S. applicants and employees are protected from discrimination based on certain categories protected by Federal and State law, as applicable.