Customer Experience Associate, Claims

Customer Experience Associate, Claims & Returns

Are you ready to join a company that's pushing the limits of global design and innovation? Are you passionate about growing your career in a business with international reach and best-in-class talent?
HMTX Industries, headquartered in Norwalk Connecticut, services a diverse range of construction and renovation markets with renowned flooring products that set the bar for quality, performance, and design around the world. With products for your home, work and everywhere in between, HMTX is helping make life more beautiful.
As a member of our team, you'll have the opportunity to work in a dynamic, exciting environment and be a part of a company that is affecting change. Whether it's transcending the status quo on design and innovation or giving back in our local communities – HMTX is always in motion. Join us today

Your Opportunity to Make an Impact

As a Customer Experience Associate, Claims & Returns, you will support our distributor network, sales team, and end users by managing day‑to‑day warranty claims, pre‑sale inquiries, installation support, and product returns. In this role, you will enter, review, and resolve claims; coordinate samples and inspections; maintain accurate system documentation; and ensure customers receive timely updates throughout the process. Your ability to stay organized, communicate clearly, and manage detailed case information will directly improve the customer experience and uphold our service standards.

What You Will Do

• Answer incoming calls regarding warranty claims, technical data, installation, care, and maintenance.
• Enter, review, and manage warranty claims; request samples or third‑party inspections when needed.
• Maintain the claim system with up‑to‑date notes, documentation, and status updates.
• Keep consumers and/or Home Depot stores informed throughout the claim lifecycle.
• Provide detailed approval or denial letters upon claim resolution.
• Monitor and respond to emails in shared Customer Service inboxes.
• Coordinate product returns with internal shipping and technical teams.
• Manage appeal documents and review them with Management.
• Perform additional duties as needed to support customer experience operations.

Who We're Looking For
Required Experience & Skills

• Strong problem‑solving skills with the ability to make sound decisions.
• Ability to handle difficult or emotional customer situations with professionalism.
• Excellent interpersonal and communication skills, including listening, negotiation, and empathy.
• Must have excellent telephone etiquette.
• Demonstrated ability to react well under pressure.

Knowledge

• Excellent verbal and written communication skills.
• High level of accuracy and thoroughness in all work.
• Proficient in Microsoft Word, Excel, and Outlook.

Education

• High school diploma or GED

Working Conditions

• Schedule: Standard hours are Monday – Friday, 8:00 am – 5:00 pm EST. Due to the global nature of the role, some flexibility may be required to attend occasional evening meetings, conference calls, or contribute additional work input outside of core hours.
• Work environment: Professional office setting.
• Travel: Some overnight travel may be required.
• Physical Demands: Mostly sedentary, use of repetitive hand and wrist motions, must be able to maintain proper posture, must be able to lift, pull, or maneuver up to 25lbs.

The salary range for this role is $20 to $23/hr. and a yearly bonus potential. This range is applicable for jobs performed in the Eastern and Central Time Zones. An employee's pay position within the pay range will be based on several factors including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, and business organizational needs.