Warranty Coordinator

Carrier Enterprise•Raleigh, NC

About The Position

Carrier Enterprise, a leading national distributor of residential and light commercial HVAC products, is seeking a dynamic Warranty Advocate. Join a team that excels in providing top-notch HVAC/R products, parts, and supplies through licensed HVAC/R dealers and contractors. Carrier Enterprise (CE) is a premier national distributor specializing in residential and light commercial Heating, Ventilation, and Air Conditioning (HVAC) products, parts, and supplies. We serve licensed HVAC/R dealers and contractors, ensuring top-quality HVAC solutions across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada. With over 200+ locations, we are well-positioned to meet our customers' HVAC/R needs. The Warranty Claim Specialist will be responsible for handling warranty-related inquiries and claims through chat, email, and phone support. The ideal candidate will possess excellent communication skills, attention to detail, and a strong commitment to providing outstanding customer service.

Requirements

High school diploma or equivalent; college degree preferred.
Previous experience in customer service roles using various channels, such as Live Chat, Phones, and email. 3 years’ warranty experience preferred, but not required.
Strong verbal and written communication skills.
Excellent problem-solving skills and attention to detail.
Ability to handle high-stress situations and manage multiple tasks simultaneously
Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs.

Nice To Haves

Knowledge of ServiceBench
Knowledge of Salesforce
Experience working with general contractors in a B2B environment
Bi-lingual (English/Spanish)

Responsibilities

Respond promptly and professionally to customer inquiries regarding warranty claims via chat, email, and phone.
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 and logistics, 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.