About ATL Diesel
ATL Diesel is a growing leader in the diesel performance and parts industry, specializing in high-quality components across a wide range of engine platforms. We are committed to delivering exceptional products backed by expert technical support and customer service.
About the Role
As a Warranty Administrator, you will serve as the primary point of contact for customers throughout the warranty process, guiding claims from intake through resolution while balancing customer experience, policy requirements, and timely follow-through. This role is well suited for someone who communicates comfortably across channels, takes initiative to move claims forward, and adapts quickly as priorities shift.
Core Responsibilities
- Serve as the primary point of contact for warranty inquiries across phone, email, chat, and online support channels
- Guide customers through the warranty process by explaining requirements, timelines, and next steps clearly
- Manage a high-volume HubSpot warranty ticket pipeline, keeping claims updated, prioritized, and progressing toward resolution
- Review incoming warranty requests for completeness and coordinate with customers to gather required documentation, including photos, diagnostics, repair records, serial numbers, and purchase details
- File warranty claims with vendors and manufacturers in line with supplier procedures and documentation requirements
- Proactively communicate claim status updates and follow up to ensure customer requests do not stall
- Partner with Technical Support, Returns, Operations, Sales, Purchasing, and Product teams to gather information needed for claim evaluation and resolution
- Evaluate warranty situations, identify likely root causes, and determine appropriate next steps using sound judgment
- Coordinate returns, inspections, replacements, credits, and other claim outcomes as needed
- Maintain accurate records in HubSpot and internal systems, and support reporting, trend tracking, and process improvement efforts
Required Skills & Abilities
- Strong written and verbal communication skills across customer-facing and internal interactions
- Ability to manage multiple active claims and shifting priorities in a fast-moving environment
- Comfort taking initiative on follow-up, issue resolution, and next-step coordination
- Practical problem-solving skills and sound judgment when navigating claim issues
- Working knowledge of CRM or ticketing platforms such as HubSpot, Zendesk, or Salesforce
- Ability to maintain accurate documentation and support reporting needs without losing momentum
Other Requirements
- Experience in warranty administration, customer support, claims processing, or a related operational role
- Familiarity with vendor-facing documentation, claim workflows, or service-related processes preferred
- Professionalism, accountability, and a customer-focused approach in every interaction
Pay: From $45,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Remote
