Role Summary
The Team Lead provides day-to-day leadership, coaching, and operational oversight to a team of Warranty Specialists to achieve operational excellence. As a technical subject matter expert, you will oversee workload distribution, drive performance management through clear expectations and accountability, and foster team development. By ensuring accuracy and efficiency in account oversight, the Lead Admin plays a critical role in maintaining high standards of service and ensuring overall client satisfaction.
Key Responsibilities
Leadership & People Management
- Lead a team of Warranty Administrators by providing guidance and support on a daily basis
- Facilitate team meetings
- 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)
- Model, train, and coach expectations to deliver the service standard
- Proactively coach employees as needed
- Keep the team motivated
- Scheduling Warranty Administrators and ensuring there is coverage/back-up
Operational Oversight & Account Management
- Review, monitor, and adjust accounts and workload as needed, ensuring the accuracy, efficiency, and productivity of all team members
- Review each admin’s accounts on a weekly basis
- Verifying EOM billing
- Serve as second-tier support for client escalations from Warranty Administrators
- Demonstrate a service culture that prioritizes customer satisfaction
Technical Expertise & Collaboration
- Serve as an OEM and technical subject matter expert
- Maintain OEM training and/or certification, if applicable
- Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp
- Participate in Sales calls and Kickoff meetings
Additional Information
Applicants who advance in the selection process will be asked to complete the Culture Index survey as part of our evaluation. Completion of this step is required for further consideration.
Requirements
What You Need for This Position
- Prior experience as a Warranty Specialist
- A passion for people
- Strong communication skills and professional writing skills
- A desire to find solutions
- Strong sense of self awareness and people management skills
- Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software
- Current employees who apply for this position must also demonstrate that they have mastered the "Recipe for Success" tools and principles. This will be done through a live skills demonstration during the job interview.
Nice to Have
- Previous management or leadership experience
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