What are the responsibilities and job description for the WARRANTY COORDINATOR position at Carrier Enterprise?
Objective : 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.
