Warranty Service Agent

Warranty Service Agent

About American Bath Group (ABG)

American Bath Group (ABG) is a leading North American manufacturer of bathware and building-product solutions, serving residential and commercial customers nationwide. Our portfolio of trusted brands is built on quality, reliability, and a strong commitment to customer satisfaction.

Our mission is simple: to make a positive impact on people’s lives. We achieve this through innovation, service excellence, and a culture rooted in Integrity, Transparency, and Servant Leadership.

Position Summary

The Technical Service Agent is the primary point of contact for customers, field technicians, and internal teams to resolve post-sale product and service issues. Based in Savannah, TN, this role blends technical troubleshooting, customer communication, and cross-functional coordination to ensure timely, effective issue resolution while meeting service-level expectations.

This role is ideal for a customer-focused professional who enjoys problem-solving, technical support, and working in a fast-paced, team-oriented environment.

Key Responsibilities

• Respond to customer service inquiries via phone, email, and digital platforms in a professional and timely manner.
• Troubleshoot product and installation issues remotely using product knowledge, documentation, and internal tools.
• Accurately document service interactions, actions, and resolutions within the ERP system.
• Coordinate with internal teams to schedule field service visits when remote resolution is not possible.
• Maintain strong working knowledge of company products to support installation, usage, and troubleshooting inquiries.
• Escalate complex issues to Engineering, Quality, or Product teams as needed.
• Follow up with customers to confirm resolution satisfaction and reduce repeat issues.
• Support warranty claim processing by collecting, reviewing, and validating required documentation.
• Partner with Shipping and Sales teams to resolve delivery or order-related service concerns.
• Share customer feedback and issue trends with internal stakeholders to support continuous improvement.
• Assist with onboarding and mentoring new Technical Service team members as needed.

Required Skills & Abilities

• Strong problem-solving and critical-thinking skills.
• Excellent verbal and written communication skills.
• Customer-focused mindset with a professional and empathetic approach.
• Strong organizational skills with the ability to prioritize tasks in a high-volume environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• ERP system experience preferred.
• High attention to detail with strong documentation and follow-up habits.

Education & Experience

• High school diploma or equivalent required.
• Minimum of 2 years of experience in technical support, customer service, warranty support, or a related role.

Physical Requirements

• Ability to work in an office or call-center environment.
• Prolonged periods of sitting and working at a computer.
• Frequent interaction with customers and internal teams.

Why Work for American Bath Group?

At ABG, Warranty Service Agents play a critical role in customer satisfaction and product quality. You’ll collaborate closely with engineering, manufacturing, and quality teams while building a long-term career with a stable, growing organization that values continuous improvement, teamwork, and professional development.

Equal Opportunity Statement
American Bath Group is an Equal Opportunity Employer, committed to providing an inclusive workplace. In compliance with the Americans with Disabilities Act (ADA), reasonable accommodations will be provided to qualified individuals with disabilities unless doing so would cause undue hardship.

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• What is your desired rate of pay on an hourly basis?
• Will you now or in the future require Sponsorship for an employment VISA?

Education:

• High school or equivalent (Required)

Experience:

• Customer support: 2 years (Preferred)

Work Location: In person