Bachelor's degree or equivalent experience required
5+ years in customer service, operations, or team leadership
Advanced skills in customer service and conflict resolution
Proven experience in training and coaching team members
Excellent written and verbal communication abilities
Strong analytical skills for problem-solving and decision-making
Results-oriented leader with effective performance management skills
Responsibilities
Lead and support a team of Parts Specialists to drive performance and customer satisfaction
Coach and develop team members while managing daily operations
Provide hands-on leadership in a fast-paced environment focused on team engagement
Conduct regular feedback sessions for employee growth and development
Monitor team workload and prioritize tasks for optimal service levels
Assist with escalating issues and complex customer situations
Ensure compliance with company policies and promote operational consistency
Identify and recommend process improvements for enhanced efficiency
Benefits
Professional development and continuous improvement opportunities
Support for team engagement and positive work culture
Opportunities for career advancement within the organization
Full Job Description
Qualifications
Bachelor's degree or equivalent combination of education and relevant professional experience required
Minimum of 5 years of related experience, preferably in customer service, operations, or team leadership environments
Advanced customer service skills with the ability to effectively communicate, de-escalate issues, and negotiate successful resolutions
Proven ability to train, coach, evaluate, and direct the work of team members
Excellent written and verbal communication skills, including strong active listening abilities
Strong analytical and problem-solving skills with the ability to think creatively and make sound decisions
Results-oriented leader with the ability to manage performance expectations and address employee performance issues effectively and in a timely manner
Responsibilities
As the Parts Sales Rep, you will lead and support a team of Parts Specialists, driving performance, operational excellence, and an exceptional customer experience
This role is responsible for coaching and developing team members, managing daily workflows, and ensuring service levels consistently meet business and customer expectations
The ideal candidate is a hands-on leader who thrives in a fast-paced environment, promotes team engagement, and is passionate about developing talent and continuous improvement
Provide day-to-day leadership, guidance, and support to the Parts Specialists team to achieve performance goals and deliver outstanding customer service
Coach, mentor, and develop team members through ongoing feedback, training, and career development opportunities
Conduct regular one-on-one meetings and side-by-side coaching sessions to support employee growth and performance improvement
Monitor team workload and prioritize task assignments to ensure high service levels and customer satisfaction
Assist with issue resolution, customer escalations, and complex support situations in a timely and professional manner
Ensure compliance with company processes, procedures, and policies while promoting operational consistency and accuracy
Foster a positive team culture by supporting employee engagement, morale, and departmental initiatives
Identify opportunities for process improvements and recommend solutions that enhance efficiency and the overall customer experience
Develop and empower team members to excel in their current roles while preparing them for future growth opportunities within the organization
Basic understanding of industry practices, products, and customer support operations
Familiarity with contact center operations and service performance metrics is a plus
