Easter Seals Jobs

Warranty Lead Specialist Location(s): Toledo, OH, US, 43659-0001 Function: Customer Operations Audience: Experienced Professional Work Arrangement: Hybrid Requisition ID: 63674 PURPOSE OF THE JOB The Customer Solutions Team has a winning aspiration of creating loyal customers and supporting growth one exceptional experience at a time. The Warranty Lead Specialist is a key member of the Customer Solutions Team within the Roofing Marketing division. This role is crucial in assisting with warranty claims, managing escalations, and ensuring the highest quality of service. The Warranty Lead Specialist will serve as a resource for the entire Warranty Team and directly lead a small team within the organization. We are looking for a proactive leader who can mentor team members, handle complex inquiries, and maintain accountability within the warranty process. Building strong partnerships with Manufacturing Quality and our Technical Leadership team is essential to ensure alignment on claim dispositions. Occasionally, direct involvement in resolving escalated claims will be necessary. In this role, the Lead Specialist will be responsible for addressing inquiries from internal and external stakeholders, assisting with claim escalations, driving quality initiatives, monitoring overall activity, and helping the team achieve its key metrics. Reports to: Warranty Team Leader, Customer Solutions Team Span of Control: People, 4 direct reports JOB RESPONSIBILITIES Customer-Centric Approach Conduct quality audits (phone and system) across the team and provide coaching sessions as needed. Serve as a liaison for escalated customer issues. Perform comprehensive audits of the entire claim process to understand and improve the customer experience. Offer guidance to internal and external partners on claim processes and inquiries. Warranty Processes Collaborate with the Warranty Team Leader and across the Warranty organization to ensure seamless operations. Facilitate training sessions for both current and new employees. Collaboration Act as the primary point of contact in the leader's absence for any issues or concerns. Reinforce the leadership strategy throughout the team. Work collaboratively with others to achieve and exceed organizational goals. Build strong connections with the sales team to enhance efficiency and maintain trust. Proactively propose solutions that benefit the entire organization. Foster a supportive and collaborative team environment. Leadership Cultivate an environment where talent is nurtured through effective performance management and talent evaluation. Invest in the growth and development of direct reports and talent within the organization. Promote and embrace diversity within the team. Consistently demonstrate OC Values (Caring, Curious, Collaborative, Committed). Engage in continuous personal development. Develop and prepare succession candidates. Provide timely recognition for performance. Ensure each role has clear expectations, challenging objectives, and development opportunities. Process Adherence and Improvement Ensure the Warranty Team adheres to standard work processes, promoting a thorough understanding of new procedures from Specialists to Agents. Collaborate with the Warranty Champion and Process Leads to drive efficiencies and eliminate waste, offering support and guidance. Identify and address the root causes of problems, implementing effective solutions. Data-Driven Insights Assist with monthly reporting