Customer Care Specialist

Customer Care Specialist Founded in 1902, Wasserstrom is a national leader in the manufacturing and distribution of foodservice equipment and supplies. From design through installation, we operate as a global supplier, custom manufacturer, and consolidator of fixtures, furniture, and equipment, delivering flexible solutions to the places where people eat, sleep, work, play, shop, and gather. Our success is driven not just by our national presence, buying power, regional consolidation, logistics operations, creative expertise, and innovative engineering, but by our people. Guided by our core values of Attitude, Effort, Trust, Innovation, and Family, we bring a positive, can-do mindset rooted in teamwork, accountability, and respect for diverse perspectives. We give our best every day by being responsive, resourceful, and resilient, standing by our word and taking ownership of our work. We embrace continuous improvement, encourage new ideas, and learn from mistakes as we push into new territory. Job Summary: This position is responsible for the daily coordination of warranty claims within the equipment department. Customer Care Specialists answer incoming calls from customers to troubleshoot warranty issues and initiate claims. Customer Care Specialists must have strong oral and written communication skills to respond to customer questions or requests, as well as to communicate warranty claim details or updates. Customer Care Specialists may perform other tasks as needed. Essential Duties and Responsibilities: Provide daily support by answering phone calls and emails; address customer questions or requests in a timely manner Complete intake of warranty claims; enter/track service calls and update tickets Communicate basic warranty claim details and updates to customers Schedule service agents for warranty and repair services Troubleshoot basic warranty issues; escalate to management as needed Process service call invoices in a timely manner Coordinate part order sales as needed Perform other tasks to support customer care and warranty as needed Minimum Experience and Education: High School or GED 6 - 12 months related experience and/or training Position Requirements: Proficient computer skills; ability to use MS Office Suite, including Outlook, Word, Excel, and PowerPoint Technical ability to learn and use a variety of software programs, such as SyteLine Communicates well with others; speaks and writes clearly; asks for and offers help when needed Interpersonal; resolves questions and concerns in a professional manner; maintains confidentiality Detail oriented; meets quality standards and demonstrates accuracy and thoroughness Organized; completes work in a timely manner; able to prioritize and meet deadlines Problem-solver; gathers and analyzes information skillfully and generates suggestions for improving work Capable of working independently and as a member of a team; contributes to building a positive team spirit Observes and follows safety procedures Work Environment and Physical Demands: Office Environment quiet noise level but may be moderate at times; work may sometimes take place in non-standard workplaces (i.e., manufacturing environment). Manufacturing environment may cause exposure to heat, noise, vibration, odors, or dust. Sedentary Work exerting up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Required to sit, stand, walk, see close and at distance, and talk and hear. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.