Job Description

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

The Warranty Administration Supervisor position is responsible for providing quality and efficient service to customers through the daily management of a team of employees to include, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving in collaboration with the department supervisor/manager. Additionally, the position is responsible for assisting the manager with development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs. The position provides daily direction and communication to employees so that warranty support inquiries are handled in a timely, efficient, and knowledgeable manner and provides continual evaluation of processes and procedures. The position is responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers, providing statistical and performance feedback and coaching on a regular basis to each team member.

Key Responsibilities

• Leading a team within a functional or operational unit.
• Assists in the development and management of budget, staffing and or business/operational results.
• Directly supervises hourly, exempt or nonexempt individual contributors.
• Assist and develop improvement opportunities within Salesforce, ServiceBench, etc. to streamline internal processes and provide consistency and ease of metrics reporting.
• Assign work, monitors, and provide daily leadership Warranty Admin Support staff to meet customer expectations
• Identify system and workflow improvements to enhance the team's efficiency.
• Establishes work procedures and processes that support organizational and departmental standards, procedures and strategic initiatives.
• Coach staff in professional customer service techniques and monitors daily work of Warranty Admin Support staff to ensure accuracy, timeliness and completeness.
• Assist in the training and development of Warranty Admin Support staff by explaining tasks and assisting in the solution of problems. Answer questions from staff regarding procedures, policies, regulations, and/or work processes. Identify and recommend individual or departmental training needs.
• Handles difficult customers who request or need assistance of someone in authority beyond a Warranty Admin and implements tactics to de-escalate problem situations
• Use information obtained through telephone/email contact with customers to identify trends in customer concerns. And make recommendations regarding revisions to policy/procedures. Responding to and resolving employee relations issues expressed by Warranty Admin Support staff team member and using appropriate judgment in upward communication regarding department or employee concerns.
• Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level.
• Addressing disciplinary and/or performance problems according to company policy.
• Preparing warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Complete any other administration duties that may be required
• Adhere to all Company policies and procedures.
• Complete quarterly ethics modules as advised by Ethics and Compliance Officer.

Basic Qualifications

• HS Diploma or GED
• 2+ years of customer service experience
• 1+ years of experience with the Microsoft Office Suite

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Previous supervisory experience
• Knowledge of Service Bench and Salesforce
• Excellent communication skills, both written and verbal
• Great organization skills with a focus on results
• A true team player who has the customer’s best interests first and foremost

RSRCAR

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