Job Description


The unique position of Customer Care Representative is a role that has both functions and responsibilities that span the customer care and customer service groups’ functions.

In this role, the Customer Care Representative is responsible for supporting Customer Care functions required by the business as related to warranty processes across all brands and inquiries.

The role requires a high level of competency in core tasks as well as an ability to manage priorities and achieve the expected deliverables in order to support its multi-function requirements.  One of the key elements of this role is the support it provides to the Customer Care team in regard to supporting absences/vacations as well as facilitating an environment that can support multi-function projects or initiatives.


  • Comply with Company Safety Policies and Procedures.
  • Regular attendance, timeliness, and scheduling flexibility.
  • Ensures SOX compliance processes are followed, and necessary documents are verified and kept on file as needed.
  • Answer Level 1 technical Inquiries (e.g. installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate.
  • Review and analyze customer warranty repair requests/claims to ensure compliance with warranty guidelines.
  • Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims.
  • Generating credits and cheque requests for all Westlake Royal Roofing Solutions warranty claims.
  • Log and update customer care requests in database.
  • Update and maintain warranty CRM.
  • Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.
  • Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems.
  • Perform investigations to validate the legitimacy of claims.
  • Service inbound and initiate outbound customer service calls to ensure that customer claims are handled in a timely, accurate and perceived in a superior manner, by the Westlake customer base.
  • Request customer replacement orders within company guidelines.
  • Provide product availability to customers per department guidelines and negotiate labor costs with customers.
  • Follow product and policy for complaint resolutions within approved DOA Matrix.
  • Perform all other duties as directed by the Claims Supervisor or Claims Manager.


  • Proficiency with Windows based software (specifically Excel, Word, and PowerPoint) required.
  • CRM knowledge, Sales Force preferred.
  • ERP Software knowledge, JD Edwards and/or SAP preferred.
  • Strong communication skills (verbal and written).
  • Customer Service background.
  • Claim Investigation and Research experience.
  • Detail-oriented.
  • Able to Multitask
  • Problem-solving
  • Organization skills
  • Decision-making skills
  • Time management skills


  • One-year certificate from college or technical school
  • 1 - 2 years claims handling or similar experience
  • Investigative or negotiation experience


While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stoop, kneel, or crouch.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.


The noise level in the work environment is usually moderate as normally based in an office.  Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc.  May also result in exposure to outside elements and may require usage of stairs and elevators.  Travel including air travel or auto travel may occasionally be required.

Our compensation reflects the cost of labor across several US markets. The base pay range for this position is $42,700 to $50,960 . This range is based on relevant market data in our lowest and highest geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, experience and skillset. Westlake is a total compensation company. Dependent on the position offered, sign on payments, and other forms of compensation may be provided as part of a total compensation package (also to include a full range of medical and other benefits).

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities or may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.  This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Application Instructions

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