Warranty Service Representative

Warranty Service Agent – Customer Service & Technical Support

American Bath Group
Location: Salem, Ohio
Work Model: Onsite
Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m.
Employment Type: Full-Time, 40 hours per week
Department: Porcelain and Cast Warranty
Supported Brands: American Standard and Bootz

Build Expertise in Warranty Service and Customer Case Management

American Bath Group is seeking a dependable, detail-oriented Warranty Service Agent to join its Porcelain and Cast Warranty team in Salem, Ohio.

In this role, you will own customer warranty and technical-service cases from initial contact through documented resolution. You will communicate with customers, create accurate case records, coordinate service technicians, process warranty-related financial transactions, and follow open issues through completion.

This is a practical opportunity for a customer service, claims, dispatch, banking, transaction-processing, contact-center, or service-coordination professional who works well in a high-volume environment and values accuracy, ownership, teamwork, and consistent follow-through.

What You Will Do

• Respond to warranty and technical-service inquiries through phone, email, and instant chat.
• Gather customer, product, installation, warranty, and technical information.
• Enter new claims and work orders accurately and promptly.
• Maintain complete case notes, including dates, commitments, actions, coding, and final resolution.
• Assign and coordinate field-service technicians.
• Monitor technician responses, scheduling activity, and open work orders.
• Keep customers informed about case status, next steps, and external dependencies.
• Process technician invoices, customer refunds, credits, and other authorized transactions.
• Coordinate with customers, technicians, service partners, wholesalers, and internal departments.
• Track assigned cases through resolution or an accepted handoff.
• Review open-work-order reports and dashboards to keep assigned work current.
• Identify cases that require escalation, including injury, property damage, technician misconduct, multi-unit, or high-cost matters.
• Help maintain shared queue performance and prevent routine work from becoming delayed or requiring unnecessary supervisory intervention.

What Success Looks Like

A successful Warranty Service Agent:

• Enters new claims and provides customers with an answer or meaningful next step the same day.
• Keeps assigned work current rather than allowing a multi-day backlog to develop.
• Moves work orders toward the targeted 14-day completion window when external dependencies permit.
• Learns the systems and workflows needed to manage a normal workload with limited supervisor intervention within approximately 90 days.
• Consistently demonstrates accurate documentation, dependable attendance, sound judgment, constructive teamwork, and strong case ownership.

Required Qualifications

• Customer-facing experience in a fast-moving or high-volume environment.
• Clear verbal and written communication skills.
• Strong attention to detail and documentation accuracy.
• Working computer knowledge, including Microsoft Office, email, electronic files, data entry, business phone systems, and instant chat.
• Ability to organize and monitor multiple active customer cases.
• Ability to track deadlines, commitments, technician responses, and unresolved actions.
• Ability to work through changing priorities while maintaining professional customer communication.
• Sound judgment regarding when to resolve an issue independently and when to escalate it.
• Reliable attendance and the ability to work onsite in Salem, Ohio.
• Willingness to receive coaching and contribute to a shared team workload.

Preferred Experience

Experience in one or more of the following areas is helpful but not required:

• Warranty administration or claims processing
• Customer service or contact-center operations
• Technical product support
• Field-service coordination or dispatch
• Banking or transaction processing
• High-volume retail
• CRM, ERP, case-management, warranty, claims, or service software
• Salesforce, CMS Epicor, or BusinessPlus

Previous knowledge of American Standard or Bootz products is not required. Company-specific products, warranty requirements, and service processes can be learned after hire.

Work Environment

This is an onsite, individual-contributor position in a high-volume service environment. The work combines live calls, email, instant chat, case documentation, work orders, financial transactions, and technician follow-up.

Priorities may change quickly, and some customers may be frustrated by product concerns, repair delays, installation questions, or uncertainty about warranty coverage. Success requires composure, clear communication, thorough records, and disciplined follow-through.

Case progress and workload are visible through dashboards and open-work-order reports. Attendance, reliability, accuracy, responsiveness, and coachability are important to daily performance.

Compensation

$17.00- $20.00 Hourly

Posting requirement: Insert the employer-approved hourly pay rate or pay range before publishing the advertisement.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401K with Company Match
• LTD/STD
• Life Insurance
• Employee Assistance Programs
• Employee Discount

Posting requirement: Insert the employer-approved benefits summary before publishing the advertisement.

Why Join American Bath Group?

• Own customer cases from initial contact through resolution rather than simply routing tickets.
• Build transferable experience in warranty administration, technical service, customer communication, financial processing, and cross-functional coordination.
• Develop experience using customer-service and business-management systems.
• See the direct impact of accurate documentation and timely follow-through on customer confidence, service cost, team capacity, and queue performance.
• Join an established operation with defined workflows, experienced team members, and visible service expectations.

Apply Today

Candidates who are organized, customer-focused, systems-capable, and prepared to take ownership of detailed service cases are encouraged to apply.

Submit your application and résumé for consideration for the Warranty Service Agent position in Salem, Ohio.

Equal Employment Opportunity

American Bath Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other characteristic protected by applicable federal, state, or local law.

Work Authorization and Employment Sponsorship

Applicants must be legally authorized to work in the United States. American Bath Group does not sponsor employment visas now or in the future.

Job Type: Full-time

Pay: $17.00 - $20.00 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?
• Are you comfortable communicating with customers by phone, email, and instant chat throughout the workday?
• Are you able to maintain reliable attendance for a full-time, onsite position?
• The approved compensation range for this position is $17.00-$20.00. Are you willing to accept compensation within this range?
• Briefly describe your customer service, claims, warranty, dispatch, banking, transaction-processing, contact-center, or service-coordination experience.
• How many active customer cases, requests, claims, or service orders have you typically managed at one time?

Education:

• High school or equivalent (Required)

Ability to Commute:

• Salem, OH 44460 (Required)

Work Location: In person