Warranty and Returns Specialist

Quick Facts

• Role: Warranty and Returns Specialist (Tier 2 Customer Service)

• Schedule: Hybrid (3 days/week on-site in Londonderry, NH)

Description

The Warranty and Returns Specialist handles warranty and return processes, including data entry, clarifying warranty and returns policies, reviewing and approving claims, and resolving customer escalations. The role provides Tier 2 customer service to consumer and business customers and helps shape next-generation support through automation, self-service, artificial intelligence, and multi-channel live agent support. The specialist supports continuous improvement initiatives and collaborates with Quality and After Sales on quality issues and defective returns.

Responsibilities

• Identify customer and team experience pain points using advanced problem-solving and communication, and handle immediate customer concerns

• Assist Tier 1 with escalated requests for claim eligibility, credit and order status, and related inquiries (phone, online, fax, letters)

• Administer warranty/return claims from submission (automated and manual) through credit posting and/or receipt of shipment at the customer address

• Create and maintain training and work instruction documents in HCNA’s Docupedia and Master List repositories

• Update Aftermarket Resource Center and “Warranty at a Glance” with accurate warranty and product information

• Support product launch projects and create Service Concepts for new products

• Use data and investigation tools to improve efficiency and accuracy for customer experience and team performance

• Support profitability through process improvement and direct sales opportunities

• Build specialized Bosch Home Comfort warranty and technical knowledge (warranty terms, automation, SAP, order management, etc.)

• Follow program guidelines for call quality and order accuracy

• Train internal stakeholders and external customers on warranty and returns policies and processes

Requirements

• High school diploma or G.E.D

• Minimum 5 years in a contact center, inside sales, or account management customer support role

• Advanced computer skills, including navigating multiple open tabs, systems, and processes

• 3+ years of Microsoft Office experience (Word, Excel, PowerPoint) and remote collaboration tools (Skype, Teams)

• Proven experience participating in a project or implementation team

• Indefinite U.S. work authorization required; future sponsorship unavailable

Benefits

• Health, dental, and vision plans; HSA and flexible spending accounts

• 401(K) retirement plan with employer match

• Wellness programs; life insurance; long-term disability insurance

• Paid time off; parental leave

• Employment contingent on successful completion of a drug screen and background check