(Internal Only) Team Lead, Ford

WarrCloud · Remote, United States

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
What You Need for This Position
Prior experience as a Warranty Administrator
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
Nice to Have
Previous management or leadership experience
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.