JOB DESCRIPTION:
The Claims Specialist is responsible for managing customer claims and replacement requests from initial contact through resolution. This role serves as a key point of contact for customers, ensuring timely communication, accurate processing, and effective coordination with internal teams. The Claims Specialist works to resolve product issues, process replacements and returns, and maintain detailed records while consistently delivering a positive customer experience. This position requires strong problem-solving skills, attention to detail, and the ability to proactively identify opportunities to improve claims processes and overall customer satisfaction.
JOB RESPONSIBILITIES:
Address customer service related issues regarding claims and replacements via email and phone
Respond to customer inquiries related to claims, returns, and product issues, coordinating internally to ensure timely resolution
Process replacement orders related to approved claims through internal inventory systems and vendors
Provide consistent and proactive claim status updates, including acknowledgements, estimated ship dates (ESD), and ETAs
Notify customers of backorders, discontinued items, or shipping delays as they relate to active claims
Coordinate returns and issue refunds when applicable to claim resolutions
Verify customer information for claim related orders, including addresses, product accuracy, and tracking details
Record and maintain accurate documentation for claims, replacements, and shipments
Work cross functionally with Shipping and internal teams to coordinate shipping instructions, including oversized items and case goods when related to claims
Report recurring customer complaints or product issues to management, including items with multiple claims or returns
Provide feedback and insights to management regarding the claims experience and supporting systems
Maintain and follow established claims processes while identifying opportunities to improve efficiency and customer satisfaction
Proactively anticipate customer needs, demonstrating strong ownership and follow through on claims cases
Assist management with front and back end improvements to the overall customer experience
QUALIFICATIONS & EXPERIENCE:
Professional background and hands on experience in high level customer service, preferably in claims, returns, or issue resolution
Strong problem solving skills, with the ability to assess situations, identify solutions, and resolve customer concerns efficiently
Understanding of sales operations and the end to end customer experience
Ability to quickly learn and navigate digital tools and internal systems to process claims and analyze information
Excellent communication skills across email, phone, and in person interactions
Experience working closely with management to develop and support customer experience strategies
Strong attention to detail, organization, and time management in a fast paced environment
This position is located in Springville or Draper, Utah