Now Hiring - Call Center Manager in Mechanicsville, VA

KSI Auto Parts is a top supplier of aftermarket collision parts for over 30 years, offering exceptional service and top-quality products to customers nationwide. We're committed to creating a diverse and supportive work environment for our employees by providing competitive compensation, benefits packages, and providing opportunities for professional growth within the company. Apply to join the KSI team today!

The Call Center Manager will be responsible to lead and coach a team of managers and representatives in a fast-paced, dynamic call center environment. They will be overseeing the daily call center operations, focused on driving overall customer satisfaction.

Responsibilities:

• Ensuring top- tier service within the team for sales, call performance, customer satisfaction, and conflict resolutions to provide exceptional customer service.
• Provide training to maintain a highly motivated, oriented team
• Schedule and monitor daily performance including, but not limited to checking metrics and observing customer interaction.
• Learn and comprehend phone software and capabilities to generate reports, monitor activity, and provide the best customer experience.
• Create and promote the cross-functional sales culture in the department; educate team members on autobody parts to service customer needs.
• Assist customers and team members with account inquiries, account maintenance, problem resolution, and escalations.
• Facilitate meetings with team members, provide performance feedback and recommend appropriate personnel actions.

• 10 years of call center experience preferably within distribution businesses
• Minimum 5+ years of experience in a managerial role leading a team of at least two managers and up to 30 representatives
• Proficiency to lead a diverse team that can meet customer service standards in line with KSI’s Mission, Vision, and Values.
• Bilingual in Spanish required
• Previous experience working in a cross-functional team environment
• Must have excellent communication skills including, verbal, written and audio skills.
• Proven ability to create a supportive and inclusive atmosphere within the department.
• Attention to detail and excellent follow-up skills

Benefits:

KSI Auto Parts offers a comprehensive benefits package to eligible employees. This includes 10 days of paid time off (PTO), health, dental, and vision insurance, 8 paid holidays, a generous matching 401K plan, and supplemental insurance. Employees also have access to discounts through healthcare and payroll providers.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The employee frequently is required to sit and is occasionally required to stand and walk. Specific vision abilities required by this job include close vision.

EEO KSI Auto Parts provides equal employment opportunities to qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other status protected by applicable federal, state or local law. All your information will be kept confidential according to EEO guidelines.

E-VERIFY KSI Auto Parts and its subsidiaries use E-verify, a government-run, web-based system that allows employers to confirm the eligibility of their employees to work in the United States. For more information, please go to [please apply online] or view the poster at [please apply online] MEDICAL REQUIREMENT: KSI Auto Parts has a Covid-19 vaccination policy for all its employees, requiring all to be either fully vaccinated by the first day of work or have provided documentation requesting a medical or religious exemption to the policy.

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