What are the responsibilities and job description for the Warranty Support Coordinator position at Carrier Enterprise?
Carrier Enterprise is a joint venture between Watsco, Inc. and Carrier Corporation. Carrier Enterprise sells and distributes Carrier, Bryant and Payne residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies throughout the United States, Latin America and Caribbean utilizing 110 locations in 20 states and Puerto Rico.
We currently have an exciting opportunity for a Warranty Support Coordinator role based in Raleigh, North Carolina.
General Description:
Reporting to the Warranty Manager, this position will supply warranty support to both internal and external customers. In this role, the right candidate will assist customers and CE Associates with warranty issues, requests, and questions presented via email, chat, and phone calls. As well as research, submit, review, and create claims as needed. All CE Warranty Specialist are trained to understand the full menu of our offerings so they can provide customers and associates with excellent service. We prefer candidates who have had prior work experience in warranty or strong customer service skills; however, we are willing to train the right person.
Essential Duties and Responsibilities:
- Daily interaction with our customers in a friendly, courteous, efficient, and professional manner.
- Follow up promptly on all customer requests for information regarding warranty eligibility, and claims lifecycle.
- Proactively communicate with customers about any expected delays or issues with their claims.
- Communicating with customers through various channels included but not limited to, email, chat, and phone.
- Researching, navigating, and independently or collaboratively working with the right resource to locate answers to resolve customer requests, claims, issues, or complaints.
- Document record of customer interactions, transactions, comments, and complaints using provided digital tools.
- Communicating and coordinating with colleagues as necessary to ensure customer satisfaction.
- Researching warranty claims by partnering with customers, store associates, customer Assurance Managers to obtain pertinent information.
- Entering warranty claims in our database system verifying and double-checking accuracy of information through each step of the process.
- Submitting requests to the manufacturer for needed updates and following through to closure.
- Providing warranty support to cross functional departments including stores and sales staff.
- Assisting with special projects as required.
