Customer Care Representative

Customer Care RepresentativeCustomer CareIrvine, CAFull TimeWhat we are looking forThe Customer Care Department is responsible for all warranty complaints and labor issues associated with warranty regarding our products. The Customer Care Department works as a team and this candidate should have a strong team ethic and have the ability to work autonomously under their own initiative. The post holder should have customer service experience and administrative experience with good communication skills and an aptitude for attention to detail.Responsibilities:Customer Service Phone Support (75%-90% of the day)Work in an inbound call center to help customers when they need to make a warranty claim or have general warranty questions. Register units, answer basic questions, provide warranty details and redirect calls as neededCreate confirmation documentation of registered units for customers upon requestExplain warranty information and guidelines to customers and ContractorsResearch internal systems to determine warranty and claim's statusAssist customers by directing them to the Navien website to find Contractors and Distributors for their needsDenials and Difficult ConversationsExplain to upset and irate customers why their labor claim is being denied in a calm manner. Explanations may also need to be typed up.Warranty CardsGather mailed-in registration cards and enter the data into CIC dailySkills:Excellent customer service, specifically with irate customersExtremely detail oriented while able to keep the big picture in mindSelf-motivatedResourcefulEnthusiastic and able to work in a fast paced and high energy environmentEducation/and or Related Experience:2-3 years of experience working in a customer service. Call center experience is a plusExcellent written and verbal communication skillsTyping skills of 40+ WPMStrong prioritization and time management skillsAbility to work independently with a minimum amount of oversightThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without noticePay Scale: $21.00-$23.00 per hour (DOE) plus annual bonus opportunity!Benefits:PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life InsuranceEmployee-only premium covered at 100%Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet InsurancePre-Tax Flex Spending Accounts: Health and/or Dependent Care11.5 Paid Holidays per calendar yearPaid Community Involvement Volunteer Day401K Plan, 100% match on employee's contribution, up to 5%Employee discounts on Navien productsDiscounted Tickets-hotels, amusement parks, sports eventsOn site EV ChargersLife Style Spending Account: You choose-- gas, pet care, financial advisor, gym membershipTech StipendMonday LunchesAbout Navien, Inc.Since 2006, Navien, Inc. has rapidly emerged as one of the fastest-growing companies in the home comfort sector across North America. A leader in condensing technology, Navien has revolutionized the industry with its line of high-efficiency condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2024, Navien was recognized as the number one selling manufacturer of gas tankless water heaters and wall-hung boilers in North America.Expanding its offerings, Navien now boasts a full line of HVAC products, including the innovative NPF Hydro-furnace. Additionally, Navien has ventured into the heat pump water heater market, further solidifying its commitment to sustainable and energy-efficient solutions for home comfort. The company is also making strides in the water treatment space with cutting-edge scale prevention systems and whole-house filtration solutions.Navien's international reputation is built on sophisticated engineering, robust design, and a steadfast commitment to quality. Backed by over 40 years of advanced technology expertise from its parent company, KD Navien, the company continues to push boundaries in product development. Navien products are available across the United States and Canada through a select network of trusted wholesale distributors.Navien Inc. is an Equal Opportunity Employer