Team Lead - Warranty Replacements
Consumer & Customer Care
Full Time
Charlotte, Nc
2018-08-27

The Team Lead of Warranty Replacements is responsible for providing day to day support for employees on the Warranty Replacement Team – Replacement Back Office and Warranty Payments. This position will serve as the subject matter expert for our replacement and payments guidelines and processes in order to provide functional support to the Warranty Replacement Team.  This position requires a highly energetic, team player with proven ability to multi-task and deliver results.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • Maintain key performance indicators for Warranty Replacements
  • Lead team through root cause analysis for missed KPI metrics and develop action plans for improving KPI performance
  • Responsible for resolving replacement escalations from key customers, business partners, consumers and Warranty, and Service Administration Leadership
  • Subject Matter Expert of replacement processes and guidelines
  • Develop monthly knowledge tests for Warranty Replacement team members
  • Provide day to day support for the Warranty Replacements Teams to ensure task completion and educate team members on best practices
  • Develop and implement process improvements to support effortless experience for our consumers
  • Responsible for developing and updating standard work for key processes
  • Generate and distribute daily workflow for teams
  • Responsible for prioritizing workflow and empowered to reallocate resources within team to ensure daily tasks are evenly distributed
  • Provide input for monthly team member scorecards
  • Participate in monthly reviews with leadership KPI reviews
  • Promote teamwork and positive interaction amongst customers, both internal and external
  • Promote an environment of inclusion and Teamship
  • Deliver Warranty Replacements cycle time and spend targets
  • Conducts team member side by sides to ensure efficiency and quality of work
  • Serves as first line of support and escalation resolution for team members
  • Collaborate with the sales organization to drive process improvements
  • Collaborate with CEC to drive process improvements

Minimum Qualification

  • Bachelor’s Degree preferred
  • Minimum 4 years of relevant work experience including background in customer service or claims management
  • 1+ years of people leadership experience preferred
  • Experience with all Microsoft Office tools

KNOWLEDGE, SKILLS & ABILITIES

  • Strong problem solving and critical thinking skills
  • Ability to take ownership of escalated issues to provide immediate resolution
  • Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)
  • Excellent interpersonal and communication skills
  • Well-organized, self-starter with a high level of attention to detail
  • Must maintain a high level of knowledge of Electrolux products, processes, and systems
  • Commitment to customer satisfaction 
  • Ability to adapt to and quickly learn new systems and processes
  • Maintains an open mind and has a strong comfort level with change