Customer Service Representative- Warranty

Job title: Customer Service Representative- Warranty

About the Role

Join AIG Warranty as an HVAC Accounts Customer Service Representative in a hybrid role based in Jeffersonville, IN. You will work directly with HVAC dealers and customers to ensure contracts are upheld, answer questions, review account history, and provide information as needed. You will serve as a connector between internal teams and clients, delivering responsive and knowledgeable support to help drive customer satisfaction.

What You'll Do

• Communicate effectively with all departments within AIG Warranty and with external partners
• Update contracts, stay up-to-date on HVAC programs, and act as a knowledgeable resource
• Assist with onboarding, enrollment, and training processes for new distributors and dealers
• Guide HVAC dealers on website navigation for entering sales and claims, and explain program guidelines and procedures
• Utilize critical thinking and active listening to solve problems and make independent decisions based on contract terms
• Respond to inquiries within service level agreements and in a professional manner
• Research and resolve data discrepancies following standard procedures
• Process contract transfers, contract cancellations, and other administrative tasks
• Complete all employee new hire and ongoing training as required
• Support Account Management, Business Development, and Inside Sales teams as needed
• Maintain calm, professional demeanor when addressing escalated matters
• Stay updated on new and existing HVAC programs and processes to better assist dealers and distributors

What We're Looking For

• Computer and software skills (MS Word, Outlook, Excel, CRM systems) and ability to use various tools to serve customers
• Excellent written and verbal communication skills
• Customer-oriented mindset with empathy, patience, adaptability, and proactivity
• Strong interpersonal skills and the ability to work both independently and as part of a team
• Ability to balance multiple tasks and maintain superb organizational skills
• Positive, professional demeanor at all times
• General or technical knowledge of HVAC equipment
• Ability to research online tools and explain technical information in an easily understood manner
• Willingness to learn about customers, products, and processes
• Prior HVAC, Warranty, or Insurance experience is beneficial; AIG will train the right candidate
• Experience delivering excellent customer service and keeping organized records is competitive

Nice to Have

• Prior HVAC, Warranty, or Insurance experience (beneficial)
• Ability to manage multiple projects concurrently while maintaining accuracy

Compensation & Benefits

• Benefits are mentioned as part of the company culture, but no specific details or salary ranges are provided in the posting
• Other perks and benefits are referenced in general terms