Business Data Analyst - ENT
$20 - $21.5 per hourPride Global
Russell Tobin's client, world leader in heating, air-conditioning and refrigeration solutions company, is hiring a Warranty Administrator in East Syracuse, NY.
Job Title: Warranty Administrator /Warranty & Customer Support Analyst Location: East Syracuse, NY (Hybrid) Pay Rate: $20 - $21.50/hr. Job Type: Contract for 1 yr w/ pos of ext/conversion Schedule: Monday to Friday, 8:00 AM - 5:00 PM Position Summary A Warranty Administrator is a customer service and support professional working under general supervision. The role focuses on responding to customer inquiries related to product registration, warranty claim status, and coverage details. The position is responsible for maintaining accurate records of customer interactions, including inquiries, complaints, comments, and resolutions. In addition, the role supports onboarding and training activities and assists in triaging workflow for technical and business support teams. The position also involves performing routine business analysis using statistical and data interpretation techniques to support operational decision-making, identify trends, and contribute to process improvements. Key Responsibilities- Handle inbound calls and cases related to customer warranty inquiries, ensuring efficient resolution and a positive customer experience
- Provide high-quality support to distributors, dealers, and end-users within the service network
- Accurately document all customer interactions in relevant systems and maintain up-to-date records
- Follow established call flows and processes while adapting communication to customer needs
- Provide clear and accurate warranty information and guidance
- Assist customers in navigating warranty processes using product and policy knowledge
- Conduct timely follow-ups on warranty claims and cases, ensuring compliance with operational standards
- Communicate correct and timely information regarding products, policies, and procedures
- Meet individual and team performance targets (e.g., call handling time, quality, and customer satisfaction metrics)
- Escalate complex or unresolved issues to senior team members or management when necessary
- Participate in ongoing training to expand product and system knowledge
- Collaborate with cross-functional teams to resolve customer issues effectively
- Assist in developing, reviewing, and updating Standard Work Instructions (SWIs) and operational documentation
- Perform basic data analysis to identify trends and support process improvements
- High school diploma or equivalent required
- At least 1 year of relevant work experience in customer service or administrative support
- Experience using systems such as ServiceBench, Salesforce, and SAP (preferred)
- Strong verbal and written communication skills
- Ability to interpret customer data and identify trends
- Familiarity with process improvement methodologies (Lean, Six Sigma, Kaizen) is an advantage
- Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment
Vacancy posted 2 days ago
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