Your primary responsibility will be investigating and resolving warranty claims and return requests. You will serve as the primary point of contact throughout the claims process while gathering facts, evaluating documentation, and making sound decisions based on warranty coverage, company policy, and other available information to substantiate or deny customer claims. This role requires clearly understanding the facts, evaluating the situation, and determining the best resolution for everyone involved. Some claims will be approved, some will require creativity, and others will need to be denied. Your ability to make fair, defensible decisions and communicate them professionally is critical to success. You will work cross-functionally with internal teams and external vendors to investigate issues, identify root causes, and drive timely resolutions. Success in this role requires strong judgment, attention to detail, and the ability to navigate difficult conversations while maintaining positive customer relationships. More about You: • You enjoy solving complex problems and uncovering the facts needed to make sound decisions. • You are comfortable making decisions in situations where information may be incomplete or conflicting. • You can remain calm, professional, and confident during difficult conversations. • You understand that great customer service does not always mean saying "yes." You are comfortable making decisions that customers may not agree with when those decisions are fair, justified, and in the best interests of Maddox. • You exercise good judgment and can independently evaluate situations, weigh competing factors, and determine appropriate resolutions. • You are resourceful and creative when developing solutions that balance customer satisfaction with business objectives. • You maintain composure under pressure and do not shy away from conflict when it needs to be addressed. • You can confidently explain and defend your decisions while maintaining positive working relationships. • You are highly organized and able to manage multiple active claims without losing attention to detail. • You take ownership of problems and follow them through to resolution. • You have strong attention to detail and can identify inconsistencies, missing information, or potential risks. • You know when to make decisions independently and when to seek additional input or escalation. Experience: This is not an entry level position, so prior relevant and demonstrated experience is required. • Experience in claims processing, investigations, dispute resolution, military service, law enforcement, account/project management, team leadership, or similar roles requiring independent judgment and decision-making. • Experience handling escalated customer situations, complaints, disputes, or conflict resolution. • Experience evaluating facts, policies, procedures, or evidence to make recommendations or decisions. • Excellent written communication skills. You will manage a high volume of email communication and must be able to clearly explain decisions, expectations, and next steps. • Proficient with basic computer software (G-Suite, Email, CRM's, ERP's, etc.) Basics • Full-time. The schedule is generally 7:00 AM - 4:00 PM. • Drug-free workplace. Comprehensive Full-Time Benefits, including: • 3 Weeks Paid Time Off (PTO) (and an additional week for managers, and an additional week after 5 years). • Health & Wellness: Can be taken as traditional insurance, or as cash in lieu of benefits. Benefit amounts vary based on age, family status, and eligibility, but as an example, in most circumstances, an employee with a spouse and 3 kids, would be eligible for $19,200 / year or more. • Paid paternity/maternity leave • 401k with 100% match up to 8% of wages. • Paid holidays, marriage and family gifts to celebrate significant life events, and other reimbursements and voluntary benefits and coverages (such as Vision, Dental, Short Term Disability, Additional Life Insurance, Accident, etc), as eligible. Compensation & Benefits • Pay range = (wages + bonus) • Comprehensive full-time benefits package averaging $20,000+ per year (amount varies based on age, family size, and eligibility), including: • Health & wellness benefits (insurance or cash-in-lieu options) • Paid maternity and paternity leave • 401(k) with 100% match up to 8% of wages • Paid holidays, PTO, and family-life gifts • Vision, dental, disability, life insurance, and other voluntary benefits Annual Range $79,000-$85,000 USD