Associate Technical Customer Service Specialist

Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)
Processes assigned warranty claims and product concerns, including updating JDE, Salesforce, and related claim systems with accurate codes, status updates, account information, installation dates, product details, and supporting documentation.

Reviews claim files for completeness and accuracy after intake and works directly with homeowners, distributors, contractors, retailers, and internal partners to gather additional information required for claim evaluation and resolution.

Applies working knowledge of products, specifications, installation guidelines, warranty requirements, and claim procedures to support consistent review and handling of assigned matters.

Verifies material performance concerns and prepares claim documentation, settlement correspondence, denial correspondence, and supporting communication after appropriate review or decision.

Works directly with Quality for sample assessments to support claim determinations.

Negotiates labor rates with homeowners and contractors within established average rate-per square-foot guidelines and escalates exceptions as appropriate.

Obtains appropriate Delegation of Authority approvals based on financial resolution value and prepares or presents approval reviews as needed.

Calculates settlement values, prepares check requests, coordinates with accounting, and ensures checks, material credits, invoices, and distributor notifications are completed accurately and timely.

Works directly with distributors to resolve assigned distributor claims and supports timely communication regarding material credits, claim status, documentation needs, and closures.

Maintains data integrity in claim systems and supports detailed reporting, budgeting, trend visibility, and historical claim records.

Provides clear, timely, and professional responses to homeowners, distributors, retailers, contractors, internal business partners, and other stakeholders by telephone and email.

Provides detailed descriptions of field issues to Quality Assurance, Product Management, Engineering, Sales, and other internal teams as needed, including supporting information for process, product, or material corrective actions.

Supports Warranty Administrators during seasonal volume increases, training transitions, or workload balancing while demonstrating readiness to handle work beyond entry-level intake activity.

Performs additional duties as needed and/or assigned by supervision or management.

SKILLS & ABILITIES
High School Graduate or General Education Degree (GED): Required
Advanced education and/or related certification(s), a plus.
One to three years of experience in customer service, warranty administration, claims processing, technical support, building products, construction, or related role required.

Experience progressing from an administrative intake or claims support role is strongly preferred.

Demonstrated ability to interface professionally with internal customers, including Manufacturing, Engineering, Quality, Sales, Accounting, and Product
Management, and external customers, including homeowners, distributors,
contractors, retailers, and dealers, required.

Strong computer skills to include Microsoft Word, Excel, Access, Outlook,
Salesforce, JD Edwards or another ERP system, and accurate data entry.
Typing skills of 30 wpm or greater, a plus.

Other Requirements:
Precise and articulate written and oral communication skills; ability to
communicate clearly, professionally, and persuasively in positive or negative
customer situations; ability to organize work, manage follow-up, and resolve
assigned claims with appropriate judgment; strong interpersonal skills with the
ability to communicate upward to management and across a wide range of
internal and external audiences; must be self-directed, motivated, detail
oriented, and able to multi-task in a fast-paced manufacturing and customer
service environment.

Education & Certifications

- High school diploma or GED required.

- Additional education, relevant certifications, or specialized training preferred.

Equal Opportunity Employer

The AZEK Company has been acquired by James Hardie. James Hardie is the industry leader in exterior home and outdoor living solutions, with brands including Hardie, TimberTech, AZEK Exteriors, Versatex, fermacell, and StruXure. With 8,000+ employees worldwide, were united by our purpose of Building a Better Future for All through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.

James Hardie Building Products Inc. is an equal opportunity employer. All qualified applicants will receive consideration without regard to protected characteristics under applicable law.