Endurance Warranty Services is hiring a Customer Service Onboarding Lead to join their team. This role is crucial in ensuring a smooth transition from training to production for new hires. As a Customer Service Onboarding Lead, you’ll serve as a mentor, performance coach, and escalation point during the initial 30 days of a new hire’s tenure.

Location

• Remote (work from home)

Experience Level

• Not specified

Main Responsibilities

Provide initial onboarding support and participate in the final day of new hire training- Coach and support new hires during live customer calls, providing immediate feedback and guidance- Assist with escalated calls and enable new reps to build confidence and competence- Maintain detailed onboarding logs and track performance metrics- Partner with team leads to align on key coaching areas and performance trends- Deliver end-of-day summaries and weekly insights to leadership and training teams- Conduct training classes and audit customer service call handling for accuracy- Monitor and document new hire performance and provide constructive feedback

Qualifications Needed

• Exceptional verbal and written communication skills
• Strong understanding of contract language, terms, and conditions, policies, and procedures
• Ability to model ideal behavior and process adherence
• Strong code of ethics and ability to perform well under pressure
• Task and goal-oriented with good organizational and time management skills
• Possess punctuality and excellent attendance record
• Strong understanding of automotive systems and critical thinking skills
• Exceptional customer service and soft skills
• Adaptable and flexible with the ability to work in a team

FAQs

• What kind of support will I receive as a Customer Service Onboarding Lead?

You’ll receive comprehensive training and ongoing support from the leadership team to ensure your success in the role.

• What skills are required to be successful in this role?

To be successful as a Customer Service Onboarding Lead, you’ll need strong communication skills, attention to detail, and the ability to work well under pressure.

• Can I work independently?

While you’ll be working remotely, you’ll be expected to collaborate closely with the training and leadership teams to ensure a smooth onboarding process for new hires.

• How do I handle confidential information?

You’ll be expected to maintain confidentiality and adhere to data protection policies when handling sensitive information.

• What kind of software will I be working with?

You’ll be working with InContact and other software tools to track performance metrics and manage customer service interactions.

• How do I stay up-to-date with industry trends?

The company provides ongoing training and development opportunities to ensure you’re current with industry trends and best practices.

• Can I ask questions during the application process?

Yes, you’re encouraged to ask questions during the application process to ensure you understand the role and expectations.

• How long does the application process take?

The application process typically involves several stages, including submission of your application, resume review, and interviews.

• What’s the company culture like?

Endurance Warranty Services values diversity, inclusion, and teamwork, and strives to create a positive and supportive work environment.

• What benefits does the company offer?

The company offers a range of benefits, including paid training, work-from-home opportunity, computer equipment, and internet stipend.

• Is the company a good place to work?

Endurance Warranty Services has been recognized as a top place to work, with a strong focus on employee development and well-being.

• How do I track my performance metrics?

You’ll be expected to track and analyze key performance indicators (KPIs) related to claims processing efficiency, accuracy, and customer satisfaction.

• Can I work part-time?

This role is full-time, but the company may offer flexible scheduling options.

• How do I provide feedback and coaching to new hires?

You’ll provide constructive feedback and coaching to new hires, focusing on areas for improvement and development.

• Can I ask for help if I need it?

Yes, you’re encouraged to ask for help if you need it, whether it’s from the leadership team or colleagues.

• How do I stay connected with the team while working remotely?

You’ll stay connected with the team through regular communication, team meetings, and collaboration tools.

Salary package

• $23.00 per hour

Required Documents

• Resume

How to Apply

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About Endurance Warranty Services

• A Legacy of Excellence

Endurance Warranty Services has been a leading provider of auto warranty solutions for nearly 15 years. With a strong commitment to customer satisfaction and a passion for innovation, the company has established itself as a trusted partner for vehicle owners and dealerships across the country. Endurance Warranty Services’ dedication to excellence has earned recognition from industry experts, including multiple Stevie Awards for being a great place to work.

• Industry Recognition and Achievements

Endurance Warranty Services has received numerous accolades for its outstanding performance and commitment to customer satisfaction. The company has been named one of the “50 Best Companies to Sell For” by Selling Power magazine and has earned a spot on Crain’s and Inc. magazine’s lists of fastest-growing companies. Endurance Warranty Services’ customers have consistently rated the company highly on review platforms such as Google, Trustpilot, and Consumer Affairs.

• Industry Recognition and Achievements

Endurance Warranty Services has received numerous accolades for its outstanding performance and commitment to customer satisfaction. The company has been named one of the “50 Best Companies to Sell For” by Selling Power magazine and has earned a spot on Crain’s and Inc. magazine’s lists of fastest-growing companies. Endurance Warranty Services’ customers have consistently rated the company highly on review platforms such as Google, Trustpilot, and Consumer Affairs.

• Join the Endurance Warranty Services Team

If you’re looking for a dynamic and supportive work environment, opportunities for growth and development, and the chance to make a positive impact on the community, consider joining the Endurance Warranty Services team. With its commitment to excellence, innovation, and customer satisfaction, Endurance Warranty Services offers a rewarding and challenging work experience that can help you achieve your career goals.