Customer Service Warranty Team Leader

Summary:   As an industry leader in the building materials market, a Customer Service Warranty Team Leader is responsible for being the frontline leader and ambassador of WSC to our customers and co-workers.  Demonstrating and promoting professionalism, honesty, integrity, and interest in our customer on every interaction.  This position is a great mix of utilizing customer service skills, leadership skills, and having the freedom to find a solution that is profitable for both the customer and Wausau Supply.

Duties to include, (but not limited to):

• Learn and apply features, manufacturing processes, practical field applications and competitive knowledge on entire WSC product offering
• Identify, encourage, coach, and ultimately promote the next generation of leaders for WSC. This should include product training, leadership training, sales training, and overall mentorship for all representatives.
• Ensures 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 our agents and improve customer satisfaction.
• Cultivate a relationship with co-workers and management that reinforces WSC beliefs and values
• Lead by example and reinforce with co-workers adherence to all internal procedures and display a positive, productive attitude.

• Learn and apply customer service techniques to include:

• Timely responsiveness
• Listening Skills
• Asking the best questions (open ended)
• Telling the company story
• Controlling / Leading the call
• Learn WSC operations / procedures to apply in problem solving situations.
• Negotiate resolutions to the satisfaction and benefit both the client and WSC.
• Meeting and exceeding customer’s expectations to resolve issues.

• Support Sales / Service / Production with:

• Timely Communication
• Industry updates
• Practical Application Training
• Timely Case Resolution

• Process and execute:

• New case entered 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
• Maintain case updates / notes
• Assist in Manager duties, in absence of Service/Warranty Manager

A  Customer Service Warranty Team Leader will possess and/or demonstrate the ability to:

• Serve as a resource to team members, providing knowledge, experience, motivation, support and advice
• Ability to 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

Education / Experience:

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

Working Demands / Physical Requirements:

• General office conditions with continuous sitting with heavy computer & phone usage. 
• Flexibility of hours in order accomplish work load and to provide adequate staffing coverage.
• Travel as needed to various locations.

Reports to: The Service / Warranty Manager

Conclusion:  The Customer Service Warranty Team Leader will exemplify the high standards that have come to be associated with WSC. As an ESOP owner, acting with honor, integrity, and positivity is an imperative.  The Customer Service Warranty Team Leader prime objective is to show our customers politeness, honor, integrity and willingness to do what our competition will not when resolving service /warranty issues.