Warranty Program Coordinator

RESPONSIBILITIES

Kforce is immediately adding a full-time Warranty Program Coordinator in support of our industry leading technology development client in Frisco, TX. Our client is seeking candidates who are driven to make positive changes to the way people live and work by creating breakthrough technology solutions.

Key Tasks

• Monitor and manage the warranty support distribution mailbox
• Serve as primary intake point for questions and requests
• Triage incoming inquiries and requests, route to the appropriate SME/team
• Respond to inquiries using approved canned responses
• Track inquiries through resolution and follow up on outstanding requests
• Partner with program team when uncertain on who to send to or how to address
• Support management and coordination of the Warranty Escalation Process
• Log and track incoming questions, concerns, and executive escalations
• Coordinate handoff to ensure inquiries are handled appropriately between stakeholders
• Ensure escalation process is followed and supported by documentation when applicable
• Support documentation and admin tasks related to the escalation process
• Maintain escalation record and reporting, track escalation status, and help drive resolution through closure
• Administrative, operational, and communications, and enablement support
• Knowledge and content management: assist in development and maintenance of FAQs, process documents, etc.
• Maintain internal communication collateral and content, partner with comms lead and program team to coordinate updates to documentation
• Support processing of warranty-related forms, approvals, and paperwork (refund request template, etc.)
• Help ensure consistent messaging across all customer-facing and internal support channels

Reporting & Tracking:

• Provide data on number of inquiries received, category, open/closed volume
• Track top customer and seller concerns; identify common themes and recurring questions

REQUIREMENTS:

• To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
• Relevant education and/or training will be considered a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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