Company Description: 

Established in 1988, FBS Appliance is the largest appliance contract distributor in Texas. With showrooms in Austin, College Station, Corpus Christi, Grapevine, Fort Worth, Houston, and San Antonio, we supply more than 60 different brands of appliances. 

Core Values: 

• Embrace the Culture 

• No Right Way to Do the Wrong Thing 

• Customer Focused 

• Act Like an Owner 

• Move the Line 

• Pull the Wagon 

Job Description:  

The Warranty Assistance Manager oversees a team of multiple Warranty Assistants that aid our builder customers in resolving manufacturer service issues. While not directly in charge of service, the team mediates between the manufacturer and the builder/homeowner to schedule and escalate issues to an acceptable resolution. The Warranty Assistance Manager will aid and direct the processes of this team and will provide data analysis and reports for key metrics. This management position is in-office at our corporate location but will be managing a team that works fully remote. 

Pay Rate: Starting at $55,000.00 annually, based on experience  

Job Responsibilities 

• Leading a remote team of 5-7 people to assist builders and their homeowners 

• Maintaining a 24-hour team response time to all email requests (excluding weekends) 

• Employee training (both new and current) for service and data entry processes 

• Curating data from both our service platform (Zendesk) and our sales/inventory platform (BisTrack) to analyze and provide reporting on service rates and other issues 

• Communicating Warranty Assistance Team initiatives and data with all branches of FBS Appliance 

• Assisting team in taking and entering calls during times of peak volume 

• Handling escalated calls from both customers and builders that standard Warranty Assistants are unable to field 

• Regularly renewing and evaluating data entry processes to maintain peak team efficiency 

• Assisting returns/replacements team with proper data to ensure internal labor amounts are covered 

Job Requirements 

• Conflict resolution 

• Excellent communication skills (both spoken and written) 

• Critical thinking and data analysis 

• Proven ability to work with difficult customers and de-escalate issues 

• Ability to multitask and manage time effectively 

• Skilled with Microsoft Office (Teams, Excel, Word) 

• Bachelor’s diploma 

Preferred Skills 

• 1-2 years in management 

• Call center or prior warranty experience 

• Zendesk and BisTrack experience 

• Bilingual (Spanish) 

FBS Appliance is an “at-will” employer and the employment we offer you is terminable at will by you or FBS Appliance at any time and for any reason, with or without notice or cause. This “at-will” employment relationship may not be modified by any oral or implied agreement