Product Registration - Lead Customer Service Representative

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this Role:

We are looking for a Warranty Administrator to join our Syracuse, NY Customer Care Center team. This position is responsible for reviewing, analyzing, entering, processing, and adjudicating warranty claims submitted through the aftermarket network. The position involves regular interaction with the aftermarket network in the form of phone and email support.

Key Responsibilities:

• Enter and update registration data into the warranty system.
• Organize and annotate incoming registrations in accordance with procedures.
• Make decisions to satisfy customer requirements based on company policies, guidance from other departments, and departmental metrics.  
• Assist with driving the utilization of the Salesforce CRM system to accurately record contact, purposes, sub-purposes and turn-backs.
• Work with ServiceBench liaison to capture requirements to support new product introductions, ensuring proper system maintenance is performed to support entitlement and warranty policy.
• Recommend best practices to channel as part of regular, on-going power user calls.
• Evaluate processes on an on-going basis for improvement opportunities.
• Provide training for team members, as well as creating and keeping training materials updated.

Basic Qualifications

• High school diploma/GED
• 4+ years of customer service experience

Preferred Qualifications

• Experience working on real time transactions within a Call Center.
• Experience utilizing warranty systems (ServiceBench preferred) or CRM (Customer Relationship Management) systems a plus (Salesforce preferred).
• Detail oriented, accurate, and precise in approach to work.
• Ability to learn and follow complex work processes.
• Ability to work well as a team player in an open environment.
• Experience with Microsoft Word and Excel preferred.

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