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Imports Supervisor, Service Delivery
Posted 7 days agoViewed
💎 Seniority level: Manager
📍 Location: United States
🏢 Company: WarrCloud👥 11-50💰 $20,000,000 Series B 5 months agoAutomotive
🗣️ Languages: English
Requirements:
- Prior experience as a Warranty Administrator.
- A passion for people.
- Empathy for customers and the ability to maintain a professional demeanor under challenging conditions.
- Strong communication skills and professional writing skills.
- A desire to find solutions not just identify problems.
- Strong sense of self awareness and people management skills.
- Awareness of the overall business and weighing decisions for the greater good vs. individual thinking.
- Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software.
Responsibilities:
- Serve as an OEM subject matter expert.
- Lead a team of Lead Admins and their assigned Warranty Administrators.
- Manage broader responsibilities including performance, enforcing policies, and making decisions that impact the team.
- Responsible for deployment and use of Technology Management products to the extent allowed by the brand (Platform, BOT Library, and Chirp).
- Responsible for oversight of the above team along with adherence to company standards for meeting content and proper recording of customer contacts within our CRM.
- 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 to ensure company business items are understood.
- Participate in Kickoff and Claims Initialization meetings.
- Demonstrate a service culture that prioritizes customer satisfaction.
- Model, train, and coach expectations to deliver the service standard.
- Participate in interviewing and selecting of new team members.
- Assessing, building, and sustaining a high level of team expertise, ensuring sufficient talent pipeline for future promotions.
- 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.
- Provide oversight and knowledge of the accounts within your team and escalate to and partner with Customer Success to control preventable churn.
- Ensuring each customer account is reviewed by yourself or your Team Lead on a weekly basis to ensure currency/professional standard of service.
- Verifying EOM billing at the beginning of each month.
- Verifying any bonus program payouts.
- Proactively coach employees as needed.
- Utilize various tracking tools to ensure team members are working appropriate hours and maintaining a balanced workload across the team.
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