Customer Service Warranty Team Leader

About the role

The Customer Service Warranty Team Leader exemplifies the high standards associated with WSC. As an ESOP owner, acting with honor, integrity, and positivity is imperative. The prime objective is to show customers politeness, honor, integrity, and a willingness to do what the competition will not when resolving service and warranty issues. This role reports to the Service & Warranty Manager.

Responsibilities

• Learn and apply features, manufacturing processes, practical field applications, and competitive knowledge on the entire WSC product offering
• Identify, encourage, coach, and promote the next generation of leaders for WSC, including product training, leadership training, sales training, and overall mentorship for all representatives
• Ensure employees follow proper procedures, processes, and comply with company protocols and policies
• Continually evaluate and create metrics that promote excellence in a customer's experience with WSC
• Research and develop current and new technology that will increase job satisfaction for agents and improve customer satisfaction
• Cultivate relationships with co-workers and management that reinforce WSC beliefs and values
• Lead by example and reinforce adherence to all internal procedures while displaying a positive, productive attitude
• Provide timely responsiveness
• Apply listening skills and ask the best questions (open-ended)
• Tell the company story effectively
• Control and lead calls
• Learn WSC operations and procedures to apply in problem-solving situations
• Negotiate resolutions to the satisfaction and benefit of both the client and WSC
• Meet and exceed customer expectations to resolve issues
• Assist in manager duties in the absence of the Service & Warranty Manager
• Learn and apply customer service techniques
• Support Sales, Service, and Production with timely communication, industry updates, practical application training, and timely case resolution
• Process and execute: new case entry within 24 hours, return messages within current business day, case negotiation and resolution, case prioritization
• Support CRM by: case implementation, customer case acknowledgement, task follow-up, maintaining case updates and notes

Requirements

• Serve as a resource to team members, providing knowledge, experience, motivation, support, and advice
• Communicate effectively through oral and written communications
• Excellent organization skills and the ability to operate with minimal direction or supervision
• Customer empathy and ability to relate to the customer
• Building material/construction knowledge required
• Mechanically inclined skill set

Qualifications

• Basic keyboarding and Microsoft Office Suite (Excel, CRM, Outlook) software skills
• High school graduation
• 1-year related leadership experience

Working conditions

General office conditions with continuous sitting, heavy computer and phone usage. Flexibility of hours required to accomplish workload and provide adequate staffing coverage. Travel as needed to various locations.