Job Title: Warranty Administrator
Location: East Syracuse, NY 13057 (ON SITE)
Pay Range: $20 – 21.50/Hr. On W2 (Depending on Experience/Interview)
Duration: Contract Role (Possible Extension or Temp to Hire for Right Candidate)
Work Schedule: Monday - Friday, 8: 00 AM – 5:00 PM (Flexibility for hybrid schedule based on performance/business needs. Mondays & Fridays are work from home days but subject to change.)
Job Description:
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.
Performs routine business analysis using various techniques, e.g. statistical analysis, explanatory and predictive modeling, data mining.
Researches best practives and supports developing the solutions and recommendations for the current business operations.
May work with the internal or external client to identify analytical requirements.
May provide business data interpertation. Additionally, may assist in deveoping or implementing systems to capture business operation information
Key Responsibilities:
Resolve inbound calls and cases addressing customer inquiries efficiently while ensuring a positive customer experience.
Provide high-quality support to 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 followup and processing of warranty cases/claims, ensuring clear communication and adherence to operational standards.
Deliver correct and timely information regarding 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 ServiceBench, 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.
“Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.”
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