Supervisor, Warranty Administrator

Key Responsibilities

• Team Leadership & Supervision: Lead and supervise a team of Customer Service representatives and team leaders, ensuring service levels and customer expectations are consistently met.
• Escalation Management: Handle escalated or unresolved customer inquiries—via phone or electronic communication—providing accurate information regarding products, services, accounts, and warranty-related issues.
• Coaching & Capability Building: Guide and support team members in resolving routine and moderately complex issues, fostering skill development and confidence.
• Quality Assurance: Ensure customer issues are properly addressed, resolved, and documented. Review correspondence and case notes to identify recurring issues, trends, and areas for improvement.
• Process Adherence & Improvement: Ensure team compliance with organizational policies, customer service standards, and complaint‑handling procedures. Recommend procedural updates to enhance efficiency, accuracy, and customer experience.
• Cross-Functional Collaboration: Partner with production, sales, shipping, warehouse, and other internal teams as needed to resolve customer concerns and expedite service.
• Sales & Service Support (As Needed): Provide limited promotion or selling of products/services to support business goals. Offer after-sales support for applicable client accounts.
• Operational Oversight: Oversee day‑to‑day activities of call center representatives to maintain efficient customer communication workflows and ensure operational effectiveness.

Required Qualifications

• High school diploma or GED.
• 3+ years of progressive experience in customer service, or warranty management, or product lifecycle management.
• Able and willing to travel domestically up to 10% of the year for training and customer visits.

Preferred Qualifications

• Associate or bachelor’s degree.
• Understanding of foundational leadership approaches, including scheduling, prioritization, coaching, and process execution.
• Experience in a call center or service operations environment.
• Strong familiarity with the HVAC industry is highly desirable.
• Proficiency with systems such as Service Bench, Salesforce, and SAP.
• Working knowledge of Carrier systems, programs, and organizational processes.
• Experience with process improvement methodologies (Lean, Six Sigma, Kaizen).
• Strong verbal and written communication skills with the ability to collaborate effectively across departments and with diverse customer groups.
• Analytical skills to interpret customer data, identify trends, and recommend improvements.
• Strong ability to prioritize, multitask, and work effectively in a fast‑paced environment.
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (such as Five9).