About this role
NOTE: THIS POSITION IS FOR INTERNAL CANDIDATES ONLY. EXTERNAL CANDIDATES WILL NOT BE CONSIDERED.
Position Purpose:
As a Team Leader, you will be responsible to oversee the functionality of a workgroup by providing guidance and instruction.
What You Will Be Doing
- Serve as an OEM subject matter expert
- Lead a team of Warranty Administrators
- Maintain OEM training and/or certification if applicable
- Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp
- Facilitate team meetings
- Participate in Sales calls and Kickoff meetings
- Demonstrate a service culture that prioritizes customer satisfaction
- Model, train, and coach expectations to deliver the service standard
- Participate in interviewing and selecting talent
- Reviewing, developing, and evaluating talent
- Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach on critical behaviors)
- Serve as second-tier support for client escalations from Warranty Administrators
- Scheduling Warranty Administrators and ensuring there is coverage/back-up
- Keep the team motivated
- Review each admin’s accounts on a weekly basis
- Verifying EOM billing
- Proactively coach employees as needed
Requirements
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What You Need for This Position
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Prior experience as a Warranty Administrator
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A passion for people
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Strong communication skills and professional writing skills
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A desire to find solutions
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Strong sense of self awareness and people management skills
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Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software
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Nice to Have
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Previous management or leadership experience