What are the responsibilities and job description for the Warranty Coordinator position at Laars Heating Systems Company?
The Warranty Coordinator is responsible for handling customer inquiries related to product warranties, processing warranty claims, and ensuring high levels of customer satisfaction. This role requires strong communication skills, attention to detail, and a customer-first attitude to support post-sale product service and issue resolution
Responsibilities:
- Respond to warranty-related customer inquiries via phone, email, or chat in a timely and professional manner
- Process warranty claims, including collecting and verifying documentation and determining eligibility
- Coordinate with internal departments (technical support, logistics, quality assurance) to resolve warranty issues
- Track and document all warranty cases in Oracle
- Educate customers on warranty terms, processes, and product care
- Follow up with customers to ensure resolution and satisfaction
- Escalate complex or unresolved issues to the Warranty Manager or Technical Support Team
- Identify recurring issues or trends and suggest improvements to warranty processes
- Maintain up-to-date knowledge of company products and warranty policies
Job Requirements:
- 2 years of Technical (Product) Customer Service experience is required
- Strong written and verbal communication skills are required
- Associate degree is preferred
- Experience in the Plumbing and HVAC industries is preferred
- Experience with Microsoft Office Suite and Oracle is preferred
Schedule: Monday - Friday, 1:30PM -10:00 PM