(Internal Only) Team Lead, CDJR

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Requirements:

• 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.
• Previous management or leadership experience is a plus.

Responsibilities:

• 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.
• 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.
• Review, develop, and evaluate talent.
• Lead a culture of accountability through clear expectations and performance management.
• Serve as second-tier support for client escalations.
• Schedule Warranty Administrators and ensure coverage/back-up.
• Keep the team motivated.
• Review each admin’s accounts on a weekly basis.
• Verify EOM billing.
• Proactively coach employees as needed.