Accidental Warranty Customer Service Representative

Customer Support & Enquiry Handling

• Handle incoming calls and customer enquiries regarding accidental damage coverage

• Guide customers through the process of lodging a service ticket

• Provide clear explanations of warranty coverage, including inclusions (e.g., stains, rips) and exclusions as per Terms & Conditions

• Liaise with customers across digital channels (Email, Freshdesk)

Customer Verification & Eligibility

• Verify customer details based on set verification levels

• Confirm eligibility under Nick Scali / Plush Shield protection plan

• Review purchase records including:

  • Sales order details

  • Order booking date

  • Delivery date

• Ensure claims fall within warranty validity period

Claim Assessment & Decision Making

• Assess the nature and severity of damage

• Review supporting evidence (photos/videos) submitted by customers

• Apply warranty terms and conditions to determine claim validity

• Authorize repairs/replacements where applicable

• Handle and resolve customer disputes professionally

📌 Contractor Management & Job Allocation

• Coordinate bookings of independent contractors across:

  • Interstate locations

  • Tasmania

  • New Zealand

• Assign jobs based on contractor skill set and expertise

• Ensure timely scheduling and service delivery

Contractor Liaison & Quality Control

• Communicate company policies and procedures to contractors

• Ensure compliance with Nick Scali guidelines

• Obtain unbiased assessment reports from contractors

• Review submitted reports, photos, and supporting documents

Financial & Administrative Coordination

• Process contractor tax invoices

• Review and approve quotes and travel costs

• Upload reports and documentation into AccuTerm system

• Work on different status according to workload

• Track job progress and ensure completion

Communication & Follow-Up

• Respond to contractor and customer emails promptly

• Follow up on:

  • Quote approvals

  • Booking confirmations

  • Service completion

• Maintain clear communication between all members

Reporting Structure

• Directly report to the ADW National Manager

• Provide updates on claim status, issues, and escalations