Automotive Call Center Team Lead
About The Position
The Automotive Call Center Lead supervises a team of representatives, ensuring they meet productivity and quality goals. In addition to leadership responsibilities, the role includes performing Tier II duties, such as providing advanced customer service, engaging in suggestive selling, and assisting with customer scheduling. The Lead plays a key role in qualifying customer needs, guiding product selection and availability discussions, and closing sales. This position requires strong supervisory skills, in-depth knowledge of automotive services, and the ability to support team members while driving excellent customer experiences.
Requirements
- 3 to 5 years experience in automotive customer service.
- Comprehensive understanding of automotive services, products, and related terminology.
- Proficiency in call center operations, including productivity and quality metrics.
- Knowledge of sales techniques, such as suggestive selling and closing strategies.
- Familiarity with customer service protocols, scheduling systems, and conflict resolution practices.
Nice To Haves
- 3 to 5 years of call center experience preferred.
Responsibilities
- Provide outstanding customer service via telephone, email, and chat.
- Direct supervision for a team of Tier I and II Representatives
- Be able to perform all tasks performed by Tier I and Tier II
- Work closely with stores and vendors on customer issues.
- Resolve customer complaints.
- Understand the Retail Tire Desk duties at the store.
- Assist with training of Tier 1 and Tier 2 representatives
- Assist manager with creating and maintaining training documentation
- Maintain daily goal assessments to meet individual goals.
- Perform weekly coaching sessions with employees.
- Demonstrate awareness and compliance with Loss Prevention and safety policies and/or procedures
- Hybrid schedule: Minimum 2 days in office; additional in office days as required
- Perform other duties as assigned.
- Interact and communicate with other departments.
Benefits
- Medical
- Prescription
- Dental
- Vision
- Short & Long Term Disability
- Life Insurance
- Ancillary Benefits
- Identity Theft Protection
- Pet Insurance
- All major Holidays & Birthday off
- Advanced Leadership Training Programs
- Associate discount on name brands like Carhartt, Under Armour, STIHL, Milwaukee Tool, DeWalt & much more!
- Internal recognition programs
- 401(K) with company match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
