We are seeking a detail-oriented and customer-focused Consumer Claims Specialist to join our team. In this fully remote role, you will be the main point of contact for customers who are requesting parts or assistance for products after their warranty has expired. Your primary responsibility will be to handle incoming claims, determine eligibility for parts support, coordinate fulfillment, and follow up to ensure complete customer satisfaction.
Key Responsibilities:
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Receive and review customer claims related to parts needed after warranty expiration.
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Communicate clearly and empathetically with customers via email, phone, or chat to gather information and provide updates.
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Evaluate claims in accordance with company policies and determine next steps.
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Coordinate with internal departments (e.g., parts, shipping, technical support) to source and deliver parts to customers.
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Maintain accurate and up-to-date records of all claims and communications.
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Provide timely follow-up with customers to ensure issues are resolved and expectations are met.
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Identify and escalate trends or issues for continuous improvement.
Qualifications:
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2+ years of experience in customer service, claims handling, or warranty support (consumer products industry preferred).
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Strong communication and problem-solving skills.
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Ability to work independently in a remote environment.
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Highly organized with strong attention to detail.
