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Holley, a leader in automotive aftermarket products, has an opening for a Technical Sales & Service Team Lead. The Technical Sales & Service Team Leader provides leadership and support for the Technical Sales and Support Techs. This role provides support for the techs, has a team of an average of 10 techs, serves as the team leader, drives performance, communicates frequently and ensure the Tech Sales and Service Department is providing a premium customer experience. This role is highly visible and is focused on supporting and developing team members. We are looking for someone who loves the automotive industry, serving others and has a passion for leading and developing others. This position is responsible for managing a team of an average of 10 individuals whose primary function is to handle inbound customer phone calls, providing technical support and capturing sales. Key areas of focus will be handling support calls and e-mails for techs as well as handling customer escalations, driving performance through consistent coaching to meet and / or exceed KPI targets, instilling a culture of customers first and constantly looking for opportunities to enhance both customer and team member experiences through data analysis and suggestions for enhancements to policies & procedures. The individual should have a high level of leadership, communication and emotional intelligence traits/skills to help drive consistent performance and an enhanced customer experience.
Responsibilities include, but are not limited to the following:
- Consult with individual techs and assist as needed on complex technical issues to provide an excellent customer experience
- Monitor and manage team performance to achieve target key performance indicators
- Manage the fair and consistent application of performance management
- Ensure training and development plans are maintained for all team members
- Lead and inspire a team of sales techs to deliver excellent levels of individual/team performance and customer satisfaction
- Motivate and coach individual team members to improve skills
- Escalate any appropriate problems and provide feedback from sales floor to management
- Assist in the assignment and completion of customer created email requests
- Act as an intermediary between customer engagement center leadership, techs and other departments to ensure appropriate information is shared accordingly
- Maintains a thorough knowledge of products and assists with team and individual tech development
- Other duties as assigned to include various ad hoc reporting requests
Position Requirements:
- High school diploma or GED
- Be an automotive enthusiast with technical experience.
- Ability to coach and provide guidance with attention to details
- Ability to educate and teach on technical product attributes
- Excellent leadership and interpersonal skills and the understanding that customer satisfaction is of utmost importance
- Excellent communication skills, verbal and written
- Strong work ethic, dependability, and flexibility are required
- Work experience in a technical call center