Team Performance Coach

Crash Champions • Westmont, IL

86d • $55,000 - $65,000

About The Position

As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company, which also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, services customers at more than 650 state-of-the-art locations in 38 states across the U.S. Crash Champions was founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert. For more than 25 years, our vision has been anchored by the belief that delivering superior collision repair service is about People First. Welcome to Crash Champions. We Champion People.

Requirements

• Teamwork: Builds strong relationships and works collaboratively with others to meet shared goals
• Accountability: Holds self and others accountable to meet and exceed commitments
• Results Driven: Can be counted on to drive pace to achieve results and consistently meet or exceed expectations
• Sound Judgment: Makes good decisions by analyzing the situation, leveraging experience, and using available information
• Customer Focus: Maintains a relentless focus on customers and is committed to the continuous improvement of services
• Verbal and Written Communication: The ability to effectively communicate ideas and/or views both verbally and through writing
• Coaching: The ability to encourage and guide teammates in order to improve their performance and enhance their self-perception and skills
• Delegation: The ability to delegate routine and important tasks in order to share both responsibility and accountability
• Hiring and Staffing: Skilled at finding the best talent available for the role
• Business acumen: the ability to analyze, strategize, and support business objectives
• Proficient in Microsoft Office Suite, including Excel, Word, Outlook, and Teams

Responsibilities

• Manage customer and carrier related inquiries and escalations
• Mentor and support a multi-channel team (inbound and outbound calls, chat, email, support tickets, tow, etc.)
• Monitor interactions, workflow, and KPI metrics to ensure adherence to performance, quality, and efficiency standards
• Conduct and score quality call observations for teammates and provide effective teammate coaching and development as needed
• Conduct regular touch bases, one-on-ones, and team huddles
• Develop and lead employee engagement, recognition and success acknowledgement and celebrations
• Develop and maintain an environment and relationships with teammates that lead to a consistent pattern of retention
• Prepare progressive corrective action documentation, review attendance record with CEA, and escalate corrective action plans as needed
• Guide Teammates/Team Performance Reviews
• Promotion/Termination decisions (with support of department manager(s))
• Training and additional development opportunities
• Conduct applicant interviews – participate in candidate selection and extend job offers
• Facilitate New Hire Training and ongoing teammate support/assistance
• Coordinate timely and sufficient collection of overtime to meet business needs

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

What This Job Offers

• Job Type: Full-time
• Number of Employees: 5,001-10,000 employees