Administrative Skills, Aerospace and Defense, Analysis Skills, Business Support, Call Handling Time, Carrier Quality, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Documentation, Establish Priorities, Lean Manufacturing, Lean Six Sigma, Metrics, Multitasking, Onboarding, Presentation/Verbal Skills, Process Development, Process Improvement, Resolve Customer Issues, SAP, Salesforce.com, State Laws and Regulations, Team Player, Technical Support, Time Management, Track Customer Issues, Training/Teaching, Trend Analysis, Writing Skills
Warranty Administrator
Location: East Syracuse, NY
Job ID: #72392
Pay Range: $17-21.50
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 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.
HS Diploma/GED
Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law
Butler America Aerospace, LLC. is an equal opportunity employer. Butler evaluates applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. The Butler America Aerospace, LLC. EEO Policy Statement and "Know Your Rights" Poster is available here: Applicant and Employee Notices.
Butler America Aerospace, LLC. is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact the Human Resources Department at #ZR
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Butler America Aerospace