Welcome to Love's! Our truck care office support team is recruiting a Warranty Support Representative who provides OEM warranty and billing support to Love’s Truck Care locations by processing claims, auditing invoices, resolving warranty-related issues, and maintaining accurate case documentation. This role collaborates closely with shops and internal teams to ensure timely, accurate, and compliant warranty claim resolution.

Job Functions 

• Provides high-quality customer service to internal customers by assisting with OEM warranty questions, billing inquiries, policies, and procedures.
• Processes OEM warranty claims submitted through Shop Connect accurately and in a timely manner.
• Audits invoices and warranty submissions for accuracy, completeness, and compliance with OEM warranty requirements.
• Reviews warranty submissions prior to filing to help reduce claim denials, adjustments, and processing delays.
• Researches, analyzes, and interprets OEM warranty policies to determine appropriate claim handling and resolution.
• Works closely with Love’s Truck Care locations to resolve OEM billing, Fleet Charge, and warranty-related issues.
• Escalates complex or unresolved issues to leadership when necessary.
• Maintains detailed and accurate documentation of warranty activity, communication, and resolutions in Salesforce cases, emails, and other records.
• Follows up on escalated Salesforce cases and communicates resolutions to the appropriate parties.
• Supports team projects including invoicing, warranty entry, reporting, and other departmental functions.
• Supports departmental performance goals related to claim accuracy, claim submission timeliness, case aging, response times, denials or adjustments, and warranty recovery.
• Performs other duties as assigned. 

Experience and Qualifications 

• High school diploma or equivalent required.
• 2–3 years of warranty experience and/or data entry experience preferred.
• Proficiency with Microsoft Office, customer service software, and Salesforce.
• Minimum typing speed of 30 WPM.
• Ability to research, analyze, and interpret OEM warranty policies and requirements.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Customer-focused with strong attention to detail.
• Ability to resolve conflicts and professionally defuse difficult situations.
• Strong follow-up skills and ability to manage multiple priorities.
• Ability to work independently and as part of a team.
• Previous tire care or roadside service experience is a plus.
• Flexibility to work occasional evenings or weekends based on business needs.