Business Data Analyst - ENT

Warranty Administrator

Job Duration: 12+ months contract Est. Pay Range: $21.50/hr. Location: East Syracuse, NY, 13057 Work Type: Flexibility for hybrid schedule based on performance/business needs. Mondays & Fridays are work from home days but subject to change. 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 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 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.