Job Description

About Maddox + You:

Your primary responsibilities will involve resolving warranty claims and return requests. You will serve as the main point of contact for our customers throughout the claims process by providing clear and responsive communication. Additionally, you will investigate warranty claims by reviewing warranty coverage, emails, pictures, test reports, and other relevant documents. You will bring about timely claim resolutions by coordinating with the various other Maddox business functions and partner vendors to achieve the positive outcomes for both Maddox and our customers. Our goal is to ensure an industry leading customer experience at every point of the claims process by facilitating the ease of doing business and driving customer retention through prompt post-fulfillment claim mitigation and resolution.

More about You:

• You enjoy problem solving and possess the ability to think outside the box.
• Able to navigate complex situations involving ambiguous circumstances.
• Skilled at balancing competing priorities and managing customer expectations.
• Adapts quickly to changing circumstances and evolving requirements.
• Able to maintain composure in stressful situations.
• Aptitude for creating and maintaining a well-organized workflow.
• You take the initiative to get things done while recognizing when to seek support from others.
• At least 45 WPM typing speed

Experience:

This is not an entry level position, so prior relevant and demonstrated experience is required.

• 2+ years of experience in a public/customer facing role
• Fantastic written/email communication. You will need to maintain many email conversations each day.
• Proficient with basic computer software (G-Suite, Email, CRM’s, ERP’s, etc.)
• Team leadership, account management, or project management experience is a plus

Basics

• Full-time. The schedule is generally 7:00 AM - 4:00 PM.
• Drug-free workplace.

Comprehensive Full-Time Benefits, including

• 3 Weeks Paid Time Off (PTO) (and an additional week for managers, and an additional week after 5 years).
• Health & Wellness: Can be taken as traditional insurance, or as cash in lieu of benefits. Benefit amounts vary based on age, family status, and eligibility, but as an example, in most circumstances, an employee with a spouse and 3 kids, would be eligible for $19,200 / year or more.
• Paid paternity/maternity leave
• 401k with 100% match up to 8% of wages.
• Paid holidays, marriage and family gifts to celebrate significant life events, and other reimbursements and voluntary benefits and coverages (such as Vision, Dental, Short Term Disability, Additional Life Insurance, Accident, etc), as eligible.

Pay: Starting $88k-$96k depending on experience and location; this amount includes bonus and benefits on a typical 45 hrs / week schedule.