Role: Problem Resolution Representative

Primary Responsibility: Customer Experience

Description of the role:

Problem Resolution Representatives (PRR) have primary stewardship over responding to customer complaints, warranty claims, incidents and returns. Problem Resolution Representatives are responsible for advocating both for PCI and the customer during the investigation and resolution of warranty claims, non-conformance issues and returns. PRR’s will collaborate as a trusted advisor with the customer and fellow team members to execute a win-win resolution in an effort to maximize customer growth and retention.

Additional Responsibilities: 

• Managing the investigation and facilitating the documentation of customer reported issues.
• Educating customers on standard warranty practices and the warranty claim process.
• Coordinating product returns and product inspections.
• Coordinating and documenting product rework and replacement.
• Interpreting and reporting inspection findings to customers.
• Coordinating credit jobs.
• Providing concierge services when customer requests exceed personal competency or stewardship.
• Facilitating discussions between customers, product managers and technical team members.
• Collaborating with the Operations Manager to solicit feedback on RMA’s and Incident occurrences.
• Collaborating with the Operations Manager to uncover opportunities for process improvement.
• Collaborating with the Shipping Department on Freight Claims.
• Collaborating with Account Managers to increase Customer Growth and Retention.
• Collaborating with PCL training team for the creation or enhancement of internal education resources.

Compensation and benefits:

• Competitive Salary based on your experience.
• Company paid health insurance with HSA for the employee. Dependents can be added for a small premium.
• 401k with generous company match.
• Tuition reimbursement program.
• Discretionary bonuses.
• Flexible paid time off.