Job Description
Job Title: Warranty Administrator
Job Duration: 12+ months contract
Est. Pay Range: $21.50/hr on w2
Work Type: Onsite
Shift: Monday - Friday, 8am-5pm
Position Summary:
Key Responsibilities:
Minimum Qualifications:
Job Duration: 12+ months contract
Est. Pay Range: $21.50/hr on w2
Work Type: Onsite
Shift: Monday - Friday, 8am-5pm
Position Summary:
- The Warranty Administrator is a Customer Service technician working under general supervision.
- In this role, the Administrator responds to customer inquiries related to product registration, warranty claim status, and warranty coverage details.
- The position is also responsible for maintaining accurate records of customer interactions, including inquiries, complaints, comments, and resolutions.
- Additionally, the Administrator supports onboarding and training activities and assists in triaging workflow for technical and business support team members.
Key Responsibilities:
- Resolve inbound calls and cases addressing customer inquiries efficiently while ensuring a positive customer experience.
- Provide high-quality support to Carrier’s Distributor Network, dealers, and end-users.
- Document customer interactions in the appropriate systems and maintain accurate, up-to-date records.
- Follow call flow guidance and established processes while adapting communication to individual customer needs.
- Supply customers with accurate warranty information.
- Assist in navigating warranty processes using organizational and product knowledge to provide helpful and accurate guidance.
- Conduct timely follow up and processing of warranty cases/claims, ensuring clear communication and adherence to operational standards.
- Deliver correct and timely information regarding Carrier products, policies, and procedures.
- Meet individual and team performance goals, including call handling time, quality scores, and customer satisfaction metrics.
- Escalate advanced or unresolved issues to senior team members or management as needed.
- Participate in training and development to expand product knowledge and improve service capabilities.
- Collaborate with peers and cross-functional teams to provide effective solutions to customer challenges.
- Assist in creating, reviewing, and updating Standard Work Instructions (SWIs) and other operational documentation.
Minimum Qualifications:
- High school diploma or equivalent required
- 1 Year relevant work experience
- Proficiency with systems such as Service Bench, Salesforce, and SAP.
- Strong verbal and written communication skills with the ability to interact effectively across departments and customer groups.
- Demonstrated analytical ability to interpret customer data and identify trends.
- Skilled in process improvement methodologies (Lean, Six Sigma, Kaizen).
- Strong ability to collaborate, prioritize, and manage multiple tasks in a fast paced environment.
Numbers & Facts
| Location | East Syracuse, NY |
| Industry | Staffing/Employment Agencies |
| Salary | $20 |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | http://www.lancesoft.com/ |
About Company
We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.
Skills
- Administrative Skillsunmatched
- Analysis Skillsunmatched
- Business Supportunmatched
- Call Handling Timeunmatched
- Carrier Qualityunmatched
- Communication Skillsunmatched
- Cross-Functionalunmatched
- Customer Experienceunmatched
- Customer Relationsunmatched
- Customer Satisfactionunmatched
- Customer Support/Serviceunmatched
- Customer/Client Researchunmatched
- Data Analysisunmatched
- Documentationunmatched
- Establish Prioritiesunmatched
- Lean Manufacturingunmatched
- Lean Six Sigmaunmatched
- Metricsunmatched
- Multitaskingunmatched
- Onboardingunmatched
- Presentation/Verbal Skillsunmatched
- Process Developmentunmatched
- Process Improvementunmatched
- Resolve Customer Issuesunmatched
- SAPunmatched
- Salesforce.comunmatched
- Team Playerunmatched
- Technical Supportunmatched
- Time Managementunmatched
- Track Customer Issuesunmatched
- Training/Teachingunmatched
- Trend Analysisunmatched
- Writing Skillsunmatched
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