Supervisor, Warranty and Claims bei U.S. Water Heating

• Monitor team performance and customer demand by answering calls and emails during peak periods or as needed to maintain service levels. 

• Onboard and train call center personnel.

• Lead, coach, and motivate a team of 5-8 Warranty Agents.  

• Foster a positive and collaborative team culture, promoting a high level of engagement and accountability. 

• Monitor individual and team performance, providing regular feedback and coaching to improve efficiency and accuracy. 

• Partner with the Warranty Manager to handle escalations. 

• Effectively distribute and supervise the team's caseload. 

• Analyze call center data and provide reports for upper management. 

• Maintain a customer-centric approach, ensuring that service quality meets or exceeds established standards. 

• Continually evaluate staff effectiveness and performance. 

• Collaborate with other departments to streamline processes and improve overall customer satisfaction. 

• Lead team meetings and 1:1 meeting with direct reports. 

• Regularly analyze KPIs and performance metrics, providing reports to the Warranty Manager.

• Servant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth.

• A minimum of 5 years of experience in customer service or customer call center operations, or an equivalent degree in Business, Management, or a related field. 

• 2-3 years of proven experience in supervising a team, demonstrating effective leadership and team management skills. 

• Experience working with ERP programs such as Oracle, AS400, or other similar programs. 

• Excellent communication skills, both written and verbal, with keen attention to detail and accuracy. 

• Familiarity with basic management approaches, including work scheduling, prioritization, coaching, and process execution. 

• Demonstrated ability to collaborate effectively with others in a team-oriented environment.

• Ability to present information and respond to questions from various stakeholders, including groups, managers, clients, and customers. 

• Proven capability to recognize and implement process improvements to enhance efficiency and effectiveness. 

   

HOW TO STAND OUT:

• Exposure to planning, operation, and manufacturing logistics in a customer service context.

• Track record of successfully managing complex projects within a customer service setting.

• Demonstrated ability to handle pressure with composure and effectiveness.

The pay scale of this role is $66,096 - 120,096. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.

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