Customer Support Analyst

Russell Tobin's client, a a 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

Minimum Qualifications

• 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

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies. We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates:

Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.