Provide a premium consumer experience through effortless problem resolution. Lead and develop a consumer-focused team with warranty consumers as the top priority.

• Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
• Supervise the daily activity of Consumer Care team members, including responses to consumer issues, email correspondence, technical troubleshooting shooting and workload prioritization across multiple contact channels (ex. Phone, Email)
• Coach Consumer Care team members to deliver a positive consumer journey through first call resolution; ensure consumer responses are handled in a consistent and professional manner
• Hosting 1-on-1’s and actively participating in contributing to or leading team meetings
• Keeping up to date with business development and new product lines
• Ensure training and development plans are maintained for all team members
• Perform monthly quality audits of Consumer Care team member’s phone calls and CRM (Zendesk) tickets
• Contribute to process and procedure improvements, leading with a continuous improvement mindset
• Support the Residential Experience leadership to highlight operational risks and areas for improvement
• Work with the Residential Experience leadership to identify and deliver positive changes and business efficiencies
• Foster transparency by escalating any appropriate problems/issues to the Consumer Care Manager

Education and Experience:

• High-school diploma or equivalent required
• At least 2 years of relevant work experience in customer service; preferably in a call center environment
• Experience working directly with customers in a dynamic work environment required

Skills and Abilities:

• Team-oriented
• System proficiency in Microsoft Office (Excel, Word, and Outlook) required
• Strong written, verbal, and interpersonal communication skills; Communicate effectively and professionally across various levels of the organization
• Excellent organizational skills; able to self-manage workload as well as that of the team
• Resilient; Able to confidently navigate ambiguity and change
• Able to deal with demanding customers and escalations
• Willingness to learn and grow, open to feedback
• Self-starter, energetic and motivated individual
• Creative thinker: able to root cause, identify opportunities, and propose/develop solutions

Alliance Team Members Demonstrate DRIVE: 

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspective. 
• Innovative: Always looking for a better way; leads change.
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

2025-4737

Full-Time