Automotive Call Center Team Lead

Company & Benefits Information

At Blain’s Farm & Fleet we believe everyone deserves the opportunity to have a job they love, work in a great environment, grow their career & enjoy a positive balance.

As a family-owned retailer we take pride in offering a competitive benefit package designed to support you & your life. It is one of the reasons we have been named a Forbes Best Employer for seven consecutive years!

• Associates hired into a full-time role will become eligible for the following benefits effective their 91st day of full-time employment: Medical, Prescription, Dental, Vision, Short & Long Term Disability, Life Insurance, Ancillary Benefits, Identity Theft Protection, Pet Insurance, Etc.
• All major Holidays & Birthday off
• Advanced Leadership Training Programs: build the skills to grow your career
• Associate discount on name brands like Carhartt, Under Armour, STIHL, Milwaukee Tool, DeWalt & much more!
• Internal recognition programs that support an engaged workplace
• 401(K) with company match
  
  

Compensation

• Saturday & Sunday weekend premium pay $2.50 per hour
• Base pay starting at $20.75/hr
  
  

The pay listed for this position may vary based on experience. Please note, compensation decisions are contingent on the facts and conditions for each job opening. We take into consideration the minimum requirements outlined in the job description, such as, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Please note salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Blain’s Farm & Fleet position description for accurate pay range information.

Job Duties

The Automotive Call Center Lead supervises a team of representatives, ensuring they meet productivity and quality goals. In addition to leadership responsibilities, the role includes performing Tier II duties, such as providing advanced customer service, engaging in suggestive selling, and assisting with customer scheduling. The Lead plays a key role in qualifying customer needs, guiding product selection and availability discussions,and closing sales. This position requires strong supervisory skills, in-depth knowledge of automotive services, and the ability to support team members while driving excellent customer experiences.

• Provide outstanding customer service via telephone, email, and chat.
• Direct supervision for a team of Tier I and II Representatives
• Be able to perform all tasks performed by Tier I and Tier II
• Work closely with stores and vendors on customer issues.
• Resolve customer complaints.
• Understand the Retail Tire Desk duties at the store.
• Assist with training of Tier 1 and Tier 2 representatives
• Assist manager with creating and maintaining training documentation
• Maintain daily goal assessments to meet individual goals.
• Perform weekly coaching sessions with employees.
• Demonstrate awareness and compliance with Loss Prevention and safety policies and/or procedures
• Hybrid schedule: Minimum 2 days in office; additional in office days as required
• This role requires: 10% of travel
• Perform other duties as assigned.
• Interact and communicate with other departments.
  
  

Qualifications

• 3 to 5 years experience in automotive customer service.
• 3 to 5 years of call center experience preferred.
• Comprehensive understanding of automotive services, products, and related terminology.
• Proficiency in call center operations, including productivity and quality metrics.
• Knowledge of sales techniques, such as suggestive selling and closing strategies.
• Familiarity with customer service protocols, scheduling systems, and conflict resolution practices.
  
  

EEO Statement

Blain Supply, Inc and Blain’s Farm and Fleet (collectively “Blain’s”) is proud to be an Equal Opportunity Employer. We recognize the importance of diversity and creating an inclusive culture in order to leverage the skills and talents of all people to the mutual advantage of each individual and the organization. Blain’s does not discriminate against applicants or employees on the basis of race, religion, color, sex (including pregnancy and sexual harassment), sexual orientation, gender identity, national origin, age, marital status, disability, military or veteran status, or any applicable legally protected status. Our goal is to continue to be recognized as an employer of choice and we have received Forbes Best Mid-Sized company to work for an unprecedented 7 years in a row.