The Breakdown:
Our Product Service Representatives are responsible for processing product claims with accuracy and efficiency to ensure customer satisfaction while meeting our W48 goal. This requires focused attention on packages each day until all incoming packages are processed. Claims processing includes direct customer contact at our walk-up window to ensure their satisfaction. Additional duties may include miscellaneous projects to ensure a smooth peak claims season, such as organizing the parts warehouse and cleanup, processing callbacks, picking parts, and assisting with repairs, among others. A team approach is needed to ensure all projects are completed during the peak claims season.
What You Get to Do:
- Inspect products returned to product service for all Burton brands.
- Determine claim settlements and see to it that all claims are handled in compliance with Burton Snowboards' W48 policy and guidelines.
- Unload packages of returned products.
- Answers phone calls, emails, and chats from customer service requesting follow-up on claims.
- Inspects returned products, determines whether the damage is covered under the warranty policy, and choose an appropriate disposition that is consistent with the Product Service policy and guidelines.
- Input required information into the system to ensure that all personnel can address future calls.
- Create orders and deliveries for replacement products.
- Repair some articles when Repair Technicians are unavailable.
- Perform general clean-up of Product Service work area.
What You'll Bring to The Team:
- Experience in customer service, Infor M3, and Salesforce, as well as general repair skills and knowledge of Burton products, preferred but not required.
Core Capabilities That Would Help You Succeed in This Role:
Candidates shouldpossess a background in customer service and/or strong people skills, as well as the ability to multitask in a fast-paced environment. Candidates must also be willing to work a flexible schedule that changes week to week.
How Your Success Will Be Measured:
This role will be measured in total package volume processed.
Work/Physical Environment:
- This is a mobile position, which will require walking and standing on feet for a majority of the day. This position requires the ability to lift at least 20+lbs.
- Location: 100% on-site at Burton HQ 266 location
- Commitments: This is a seasonal position, typically from Nov – April.
