Warranty Coordinator

Hiring for the following location(s):2000 Luna Road Dock 28-32, Carrollton, Texas 750061711 Corporation Parkway, Raleigh, North Carolina 276044300 Golf Acres Drive, Charlotte, North Carolina 28208Job DescriptionObjective: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.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.About UsCarrier Enterprise (CE) is a subsidiary of the largest independent HVACR distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.Carrier Enterprise is dedicated to providing Comfort Excellence to the HVACR industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!Find out more about CE at Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).RequirementsQualifications: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 ServiceBenchKnowledge of SalesforceGeneral HVAC knowledgeExperience collaborating with general contractors in a B2B environment.Bi-lingual (EnglishSpanish)Benefits:Volunteer Paid Time OffHealth InsuranceHealth Savings AccountDental InsuranceVision InsuranceLife InsuranceDisability Insurance (Short-term and Long-term)Employee Assistance Program (EAP)Tuition Reimbursement Professional DevelopmentPaid Vacation Sick timeCompany Paid Holiday's401(k) Plan with Employer MatchEmployee Discount ProgramInvitation to ApplyFull-time and part-time positions are available. To explore this exciting (insert position here) opportunity and other career opportunities at Carrier Enterprise, visit our careers page at 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.

Created: 2025-03-08