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Title:   Warranty Claims Analyst
Inbound Operations
United States
Full Time

The Warranty Assistance Team is a division of the Warranty Claims Center that assists Ford and Lincoln Mercury dealerships and regional personnel with questions on claims submissions, warranty coverage, rejected claims, ACESSII edit concerns and password resets.
The Customer Care Representative II (CSR2) / Warranty Claims Analyst are the initial contact for dealership personnel.  The CSR2 listens to customer inquiries and provides an accurate and timely response to the customer. 

Duties and Responsibilities
  • Perform all CSR2 responsibilities with consistent reliability.
Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:
  • Accurately respond to customer inquiries.
  • Document customer contacts.
  • Initiate outbound contacts as appropriate.
  • Provide on-line support for applications.
  • Utilize available resources to respond to internal and external customer inquiries.
  • Help identify process improvements and best practices for the team.
  • As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information.
  • Identify and report all concerns regarding the program to the Team Leader or Manager.
  • Meet or exceed performance expectations including but not limited to:  productivity, accessibility and quality assurance.
  • Adhere to, and support all Percepta and client ISO, Quality Systems, Q1 initiatives and company policies and procedures.
  • Attend and participate in team meetings.
  • Act as a mentor to less experienced teammates which includes:
    • Training new team members.
    • Act as a backup for a subject matter expert in the absence of the Team Leader.
    • Demonstrate leadership capabilities.
  • Complete training courses as directed by Operations and/or Training.
  • Complete additional tasks and projects as needed. 

  • High school diploma required.  College degree preferred or equivalent work experience required. 


  • Minimum 6 months customer service experience required.
  • Dealership warranty and claims submissions experience required.
  • Strong ability to analyze warranty claims.
  • Understanding of Automotive Warranty and policy manual desired


  • Excellent customer service ability.
  • Working knowledge of Microsoft Office applications
  • Ability to maneuver through various systems to provide the dealer accurate information.
  • Displays professionalism and positive attitude.
  • Ability to effectively communicate with customers, managers and co-workers.
  • Strong written and oral communications.
  • Time management and organizational skills.
  • Willingness to take on new assignments.
  • Reliability.
  • Ability to multi-task.


  • Hours of operation:  8:30 am – 5:00 pm, EST 



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