Labor Processing Specialist at Navien in Irvine, California

Job Description:

Labor Processing Specialist


Customer Care Team

Irvine, CA

Full-time



What We Are Looking For


The Customer Care division is responsible for all labor issues associated with warranty regarding the Navien 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. In additional to strong customer service skills, the post holder should have data entry or admin experience with good communication skills and an aptitude for attention to detail.



Responsibilities:

• Standard Labor Claims
  • Correspond with customers and process/decline labor claims
    • Investigate RGA history, SAP & CIC history, provide instruction & paperwork, and retrieve & process supporting documentation
  • Communicate payment information with contractor or end user
  • Deliver monthly report for trend analysis

• 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.
• Recall for USA and Canada
  • Correspond with customers and assist with finding a contractor
  • Communicate payment information with contractor and provide instructions
  • Process labor claims
• Technical Support Feedback Survey
  • Request feedback from callers regarding their experience with technical support
  • Compile data and report to management on a monthly basis
• Customer Service Support
  • Register units over the phone for customers
  • Answer general questions regarding warranty
  • Fix registration issues when possible
  • Gather unresolved issues and communicate with other departments as needed

Skills:

• Excellent attention to detail is crucial.
• Ambition to grow and take on new assignments/skills as needed.
• Must be advanced in Microsoft office suite.
• 10-key skills and ability to type at least 50 WPM
• Ability to convey complex issues in laymen's terms.
• Must have extensive organizational skills, be able to prioritize and maintain all responsibilities pertaining to labor claims and Customer Care.
• Effective time management and organizational skills.
• Able to manage productivity goals and quality standards.

Education/and or Related Experience:

• 2-4 years' experience in a customer service role
• 1-3 years' experience in an administrative, accounting, or data entry role.
• Spanish speaking preferred

Pay Scale: $26-$28 per hour DOE + eligible for an annual bonus




Benefits:

• PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
• Employee-only premium covered at 100%, and dependent premium covered at 50%
• Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
• Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
• 10.5 Paid Holidays per calendar year
• Community Involvement Volunteer Day
• 401K Plan, 100% match on employee's contribution, up to a maximum of 5%
• Employee discounts on Navien products
• LinkedIn Learning License
• Life Style Spending Account: You choose-- gas, pet care, elder care, gym membership

About Navien, Inc.


Since 2006, Navien, Inc. has become one of the fastest growing companies in the home comfort sector in North America and has established itself as the leader in condensing technology, providing 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. Navien has since grown into the HVAC market with their NPF Hydro-furnace and is now breaking into the water treatment market with scale prevention systems and whole-house filtration.


Navien has achieved international recognition for its sophisticated engineering and robust designs. Backed by parent company, KD Navien, with more than forty years of experience with advanced boiler and water heating technology, Navien will continue its mission to provide high quality products. Navien products are available in the United States and Canada through a selected network of wholesale distributors.



Navien, Inc. is an Equal Opportunity Employer Apply Now