Manager, Customer Solutions - Platinum

Parts Town • Fort Wayne, IN

15h • Hybrid

About The Position

As our Manager, Customer Solutions (Internally known as Manager, Parts Experts) you’ll be responsible for leading and developing a large team across multiple locations specifically for our Platinum business unit . You’ll partner with the sales team to identify customer trends and strengthen customer relationships. You will be responsible for fostering a team environment, tackling projects, analyzing data and continuing to evaluate and develop processes central to the team. Success within this demanding position requires the ability to thrive within a fast-paced atmosphere, the capability to multi-task, a dedication to coaching, and strong communication skills with all team members. This role will lead by example and be a key driver behind maintaining the Parts Town culture of unique enthusiasm daily!

Requirements

• You’re an all-star communicator and are fluent in English (both written and verbal)
• You demonstrate a passion for providing exceptional customer service
• You have a highly professional demeanor, while incorporating our culture
• You are passionate about coaching, training and documentation creation
• You are highly organized and have superior attention to detail
• You have a strong ability to multi-task without sacrificing accuracy
• You are analytical, and think outside of the box
• You have a proven track record of successfully managing high volume call center(s)
• You demonstrate skills with project management, data /reporting and process improvement

Nice To Haves

• knowledge of Excel, Access, tier one phone systems and/or Salesforce

Responsibilities

• Lead, develop and motivate a large team focused on supporting our customers’ needs
• Implementing the customer experience strategy while continuing to refine and improve the processes
• Address customer concerns, rectifying any errors (via phone, email and Trust Pilot)
• Partner with the Operations Manager on training programs for process and system enhancements
• Manage KPIs and staffing plans to achieve customer service and volume expectations
• Work in conjunction with the Supervisor s and Lead to facilitate training, assisting with coverage, escalations, support for new employees, and reinforce proper procedures
• Ensure a strong, connected community and culture across all locations
• Work collaboratively with other areas of the business to achieve company goals

Benefits

• Quarterly profit-sharing bonus
• Hybrid Work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed