What are the responsibilities and job description for the Customer Care Representative position at Navien, Inc.?
Customer Care Representative
Customer Care
Irvine, CA
Full Time
What we are looking for
The Customer Care Department is responsible for all warranty complaints and labor issues associated with warranty regarding our products. 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 administrative experience with good communication skills and an aptitude for attention to detail.
Responsibilities:
- Customer Service Phone Support (75%-90% of the day)
- Work in an inbound call center to help customers when they need to make a warranty claim or have general warranty questions. 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 internal systems to determine warranty and claim’s status
- 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.
- 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 while able to keep 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 40 WPM
- Strong prioritization and time management skills
- Ability to work independently with a minimum amount of oversight
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
Pay Scale: $21.00-$23.00 per hour (DOE) plus annual bonus opportunity!
Benefits:
- PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
- Employee-only premium covered at 100%
- Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
- Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
- 11.5 Paid Holidays per calendar year
- Paid Community Involvement Volunteer Day
- 401K Plan, 100% match on employee’s contribution, up to 5%
- Employee discounts on Navien products
- Discounted Tickets-hotels, amusement parks, sports events
- On site EV Chargers
- Life Style Spending Account: You choose-- gas, pet care, financial advisor, gym membership
- Tech Stipend
- Monday Lunches
About Navien, Inc.
Since 2006, Navien, Inc. has rapidly emerged as one of the fastest-growing companies in the home comfort sector across North America. A leader in condensing technology, Navien has revolutionized the industry with its line of high-efficiency condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2024, Navien was recognized as the number one selling manufacturer of gas tankless water heaters and wall-hung boilers in North America.
Expanding its offerings, Navien now boasts a full line of HVAC products, including the innovative NPF Hydro-furnace. Additionally, Navien has ventured into the heat pump water heater market, further solidifying its commitment to sustainable and energy-efficient solutions for home comfort. The company is also making strides in the water treatment space with cutting-edge scale prevention systems and whole-house filtration solutions.
Navien’s international reputation is built on sophisticated engineering, robust design, and a steadfast commitment to quality. Backed by over 40 years of advanced technology expertise from its parent company, KD Navien, the company continues to push boundaries in product development. Navien products are available across the United States and Canada through a select network of trusted wholesale distributors.
Navien Inc. is an Equal Opportunity Employer
No Agencies Please!
Salary : $21 - $23