Warranty Customer Service Specialist

Do you enjoy being the reassuring voice customers can count on when issues arise—and love finding solutions that make a difference? Can you keep your cool—even when customers can’t—while guiding them with empathy and professionalism? Do you bring your best energy to every call in a fast-moving, high-volume environment where no two days are the same? If so, you may be the perfect fit for our Warranty Customer Service team! We’re looking for a motivated and empathetic Customer Service Representative to join our warranty department. This role focuses on handling warranty claims with professionalism and care—listening to customer concerns, providing empathetic support, and keeping even the most difficult conversations calm and productive. As a Customer Service Representative, you’ll manage a high volume of inbound and outbound calls, document warranty cases in detail, and work closely with our internal teams to ensure timely resolution. You’ll be the first impression of our company for many homeowners, so your ability to connect, listen, and solve problems will build trust and help deliver an exceptional customer experience. Responsibilities * Handle inbound and outbound calls daily with professionalism and empathy * Listen to homeowner concerns and accurately document warranty claims/issues * Provide conflict resolution and guide customers to fair, timely solutions * Maintain detailed notes and update customer records in CRM (Salesforce) * Input accurate customer data (name, address, contact info) into our systems * Troubleshoot and resolve issues while keeping a calm, professional demeanor * Meet performance metrics (response time, resolution, satisfaction) * Support scheduling changes and cancellations as needed * Represent the company’s commitment to trust, ethics, and exceptional service Basic Requirements * 3+ years of customer service experience (phone-based preferred) * Strong organization and multitasking skills * Experience with CRM systems (Salesforce preferred) * Proficient in office software and web-based applications * Strong and accurate typing skills * High school diploma or equivalent * Ability to work Mon–Fri with some Saturdays/overtime as needed Preferred Skills * Excellent written and verbal communication * Strong conflict resolution and problem-solving skills * Effective time management and workload prioritization * High adaptability and capacity for quick learning * Passion for outstanding customer service * Experience or passion for home improvement or construction is a plus ++ Benefits * Competitive hourly pay + overtime opportunities * Medical, Dental, Vision, and Life Insurance * 401(k) with employer match * Paid Time Off: 8 national holidays + 1 floating holiday Why U.S. Waterproofing? * Proven Expertise: 500,000+ basements and foundations repaired since 1957 * Strong Culture: 4.5 Glassdoor rating and high employee engagement * Ethical Commitment: Winner of the BBB Torch Award for Ethics * Modern Tools: State-of-the-art facilities and equipment * Ongoing Development: Investment in training and continuing education Our Core Values * Be Resilient * Have a Growth Mindset * Keep It Real * Do The Right Thing These values guide our decisions and shape our culture. If you’re ready to grow your career while helping homeowners find peace of mind, we’d love to hear from you.