GMC Homeowner Support

The Homeowner Support Representative acts as the vital link between customers and the manufacturer, ensuring clear communication and outstanding service. This role demands a composed, resourceful, and customer-centric approach to effectively assist homeowners. Key responsibilities include guiding customers through product registration, clarifying warranty terms and business processes, and offering in-depth product expertise. Additionally, the representative connects consumers with local dealers or contractors, including those authorized for Extended Service Agreement repairs, ensuring a seamless support experience.

May Include

• Provide outstanding customer support by addressing homeowner inquiries in a professional and timely manner via phone calls, emails, case forms, and chats.
• Assist customers with product registration, ensuring accuracy and compliance with company procedures.
• Clarify warranty terms, business processes, and service agreements to help homeowners understand their coverage and options.
• Offer expert product knowledge and troubleshooting assistance to ensure customer satisfaction.
• Facilitate consumer access to local HVAC dealers or contractors, including those authorized for Extended Service Agreement repairs.
• Maintain detailed records of customer interactions, ensuring accurate documentation and follow-up.
• Collaborate with internal teams to address customer concerns and improve service processes.

Nature and Scope

• Takes direction from lead.
• Works within well-defined instructions.
• Understands warranties and has basic product knowledge.

Do you have experience in Customer support?, Do you have a High school diploma or GED?, * Excellent customer service skills.

• Ability to handle a high volume of inbound calls.
• Ability to deescalate calls and diffuse upset callers.
• Ability to handle data in a timely manner.
• Effective communication skills - articulation, pronunciation, and proper grammar a must.
• Strong judgment and aptitude desirable, along with ability to manage multiple and varied activities.
• High level of proficiency in time management, with strong ability to prioritize.
• High accuracy of information and accuracy of work.
• Strong attention to detail.
• Ability to work in an office and contact center with male-sound recommendations.
• Work effectively independently and collaboratively with internal and external customers.
• Working knowledge of computers and business software, Microsoft Excel, and Word.
• Ability to sit or stand for extended periods of time.
• Ability to meet deadlines and work efficiently.
• Ability to work unsupervised, prioritize workloads, multitask, multi-line phone, copier, and document scanning.
• Ability to maintain a flexible schedule and complete work within assigned time lines.
• Knowledge of warranty processes.
• Knowledge of a HVAC industry is preferred.

Experience

• 1-3 years of progressive experience in related field (warranty processes and preferably within HVAC industry).
• 1-3 years of customer service experience.

Education

• High School diploma or GED equivalent and familiarity with finance, accounting, and statistics desirable.

Physical Requirements / Working Environment

Must be able to perform essential responsibilities with or without reasonable accommodations.