Blue Bell, PA - Warranty Coordinator

ORS Partners•Whitpain Township, PA

About The Position

Warranty CoordinatorBlue Bell, PA Location: 516 E Township Line RdBlue Bell, PA 19422 Position Overview: The Warranty Coordinator is responsible for processing and tracking warranty claims in a timely manner. The ideal candidate will possess excellent verbal communication skills, attention to detail, and a strong commitment to providing outstanding customer service. About Us Peirce-Phelps is a subsidiary of the largest Fortune 500 independent HVAC/R distribution company in the world, Watsco, Inc. (NYSE:WSO) At Peirce-Phelps we proudly distribute industry leading brands such as Carrier, Bryant, Payne, and many others, as well as a full-line of parts, supplies and accessories necessary for HVAC installations and repair. Founded in 1926, Peirce-Phelps now has 21+ locations servicing the Pennsylvania, New Jersey and Delaware areas. Our customer-focused associates, vast inventory and technology initiatives allow us to provide our customers with best in class service. Peirce-Phelps is dedicated to employing the best workforce in the industry, building strong relationships with our suppliers and helping our customers succeed. 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 store locations to our e-Commerce and mobile platforms, our team has the tools to help you grow your career. Find out more about Peirce-Phelps at www.peirce.com. Peirce-Phelps is an Equal Opportunity Employer. As a member of the team, you will enjoy:

Requirements

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.

Nice To Haves

Knowledge of Service Bench
General HVAC knowledge
Experience collaborating with general contractors in a B2B environment.

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.
Monitors warranty approval or rejection from manufacturer.
Monitors warranty repairs or replacement with other departments.
Maintain detailed and accurate records of all customer interactions and claims in the 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