Warranty Coordinator

Carrier Enterprise; Raleigh (NC); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is looking for a dynamic Warranty Phone Specialist who thrives in a fast-paced environment. This role involves managing high-volume inquiries and providing exceptional customer service while processing warranty claims. With a focus on communication and critical thinking, the ideal candidate will collaborate with various departments to ensure customer satisfaction. The position offers the flexibility of remote work after training, making it an exciting opportunity for those who excel in customer interaction and problem-solving. Join a company that values diversity and offers a supportive workplace culture.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Plan with Employer Match

Tuition Reimbursement

Paid Vacation & Sick time

Company Paid Holidays

Employee Discount Program

Qualifications

• Experience in a Contact Center or Tier 1 Support role is preferred.
• Strong communication skills and attention to detail are essential.

Responsibilities

• Respond to customer inquiries regarding warranty claims via phone, chat, and email.
• Process warranty claims efficiently and maintain accurate records.

Skills

Verbal Communication Skills

Attention to Detail

Customer Service

Critical Thinking

Conflict Resolution

Bilingual (English/Spanish)

Education

High School Diploma

College Degree

Tools

Salesforce

ServiceBench

Job description

Objective: We are seeking an initiative-taking and customer-focused Warranty Phone Specialist to join our team. In this role, you will be primarily responsible for handling high-volume phone inquiries. The ideal candidate will possess excellent verbal communication skills, attention to detail, and a strong commitment to providing outstanding customer service.

Role is remote after onsite training is completed.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries regarding warranty claims via phone, chat, and email, with a primary focus on phone support.
• Assist customers in understanding their warranty coverage, terms, and conditions.
• Process warranty claims efficiently, ensuring timely and accurate resolution.
• Maintain detailed and accurate records of all customer interactions and claims in the CRM (Salesforce) system.
• Provide customers with updates on the status of their warranty claims.
• Collaborate with internal departments, such as technical support, to resolve customer issues.
• Escalate complex or unresolved issues to the appropriate team members or supervisors.
• Gather and document customer feedback to help improve products and services.
• Stay informed about company products, services, and warranty policies.
• Achieve or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.
• Handle high-volume phone calls while training for self-service.
• Resolve conflicts efficiently and professionally.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Previous experience in a Contact Center or Tier 1 Support role, with a focus on phone-based customer service. Three years of warranty experience preferred but not required.
• Strong verbal and written communication skills.
• Excellent critical thinking skills and attention to detail.
• Ability to manage high-stress situations and manage multiple tasks simultaneously with professionalism.
• Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs.

Preferred Qualifications:

• Knowledge of ServiceBench
• Knowledge of Salesforce
• General HVAC knowledge
• Experience collaborating with general contractors in a B2B environment.
• Bi-lingual (English/Spanish)

Benefits:

• Volunteer Paid Time Off
• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short-term and Long-term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holidays
• 401(k) Plan with Employer Match
• Employee Discount Program

Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page at www.carrierenterprise.com/careers. Learn more about our company and team.

Equal Opportunity Statement: Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.