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Peirce Phelps · 1 month ago

Blue Bell, PA - Warranty Coordinator

Blue Bell, PA

Full-time

Hybrid

Entry Level

3+ years exp

Peirce Phelps is a subsidiary of the largest Fortune 500 independent HVAC/R distribution company in the world, Watsco, Inc. They are seeking a Warranty Coordinator responsible for processing and tracking warranty claims while providing excellent customer service. The role involves responding to customer inquiries, processing claims, and collaborating with internal departments to resolve issues.

Heating Ventilation and Air Conditioning (HVAC)Manufacturing

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

Qualification

Warranty processingCustomer serviceService Bench knowledgeHVAC knowledgeVerbal communicationWritten communicationCritical thinkingAttention to detailConflict resolution

Required

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