Lead Admin, GM

Summary

Join our team as a Lead Admin and oversee the functionality of a workgroup, providing guidance and instruction. You will serve as an OEM and technical subject matter expert, leading a team of Warranty Administrators. Responsibilities include reviewing and adjusting accounts, maintaining OEM training, engaging with Product Management, facilitating meetings, and participating in sales calls. You will also demonstrate a service culture, model expectations, participate in talent selection and evaluation, and provide second-tier support for client escalations. This 100% remote position offers competitive salary, bonus, home office stipend, free health insurance, 401k matching, and paid time off.

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
• Current WarrCloud employees who apply for this position must also demonstrate that they have mastered the "Recipe for Success" tools and principles. This will be done through a live skills demonstration during the job interview
• Reliable, high-speed home internet with a minimum of 100 Mbps download and 10 Mbps upload

Responsibilities

• Serve as an OEM and technical subject matter expert
• Lead a team of Warranty Administrators by providing guidance and support on a daily basis
• Review, monitor, and adjust accounts and workload as needed, ensuring the accuracy, efficiency, and productivity of all team members
• 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
• 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
• Reviewing, developing, and evaluating talent
• 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
• Keep the team motivated
• Review each admin’s accounts on a weekly basis
• Verifying EOM billing
• Proactively coach employees as needed

Preferred Qualifications

Previous management or leadership experience

Benefits

• Free employee health insurance
• 401K with employer match
• 10 days of Paid Time Off per year
• 10 major holidays per year
• Monthly stipend of $100 to offset the expenses for your home workspace including high-speed internet, use of personal phone, and ink and paper replenishments