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Customer Care Representative

Navien

Irvine, CA

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JOB DETAILS
SKILLS
Administrative Skills, Alternative Energy, Amusement Parks, Animal Care, Call Centers, Communication Skills, Customer Support/Service, Data Entry, Detail Oriented, Distribution Channel, Documentation, Energy Efficiency, Establish Priorities, Financial Planning, Flexible Spending Accounts, Inbound Call Centers, Industrial Relations, Life Insurance, Preferred Provider Organization (PPO), Prescription Drugs, Presentation/Verbal Skills, Product Development, Pumps, Sales, Sports, Team Player, Time Management, Typing, Water Treatment, Water Use Efficiency, Wholesale Industry, Writing Skills
LOCATION
Irvine, CA
POSTED
Today
Customer Care Representative

Customer Care

Irvine, CA

Full Time

What we are looking for

The 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 needed
    • Create confirmation documentation of registered units for customers upon request
    • Explain warranty information and guidelines to customers and Contractors
    • Research internal systems to determine warranty and claim's status
    • Assist customers by directing them to the Navien website to find Contractors and Distributors for their needs
  • Denials and Difficult Conversations
    • Explain 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 Cards
    • Gather mailed-in registration cards and enter the data into CIC daily
Skills:
  • Excellent customer service, specifically with irate customers
  • Extremely detail oriented while able to keep the big picture in mind
  • Self-motivated
  • Resourceful
  • Enthusiastic and able to work in a fast paced and high energy environment
Education/and or Related Experience:
  • 2-3 years of experience working in a customer service. Call center experience is a plus
  • Excellent written and verbal communication skills
  • Typing skills of 40+ WPM
  • Strong prioritization and time management skills
  • Ability to work independently with a minimum amount of oversight
This 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 notice

Pay Scale: $21.00-$23.00per hour (DOE) plus annual bonus opportunity!

Benefits:
  • PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
  • Employee-only premium covered at 100%
  • Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
  • Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
  • 11.5 Paid Holidays per calendar year
  • Paid Community Involvement Volunteer Day
  • 401K Plan, 100% match on employee's contribution, up to 5%
  • Employee discounts on Navien products
  • Discounted Tickets-hotels, amusement parks, sports events
  • On site EV Chargers
  • Life Style Spending Account: You choose-- gas, pet care, financial advisor, gym membership
  • Tech Stipend
  • Monday Lunches


About 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

No Agencies Please!

About the Company

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Navien

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