What are the responsibilities and job description for the Call Center Manager position at Cummins / 1-800-Radiator & A/C?
We are looking for an experienced Call Center Manager to lead a team of 10–15 Customer Service Representatives, including both on-site and remote team members, in a fast-paced, sales-driven environment.
The manager will oversee daily operations, team performance, customer service, sales, and employee development. Our CSRs earn commissions, and the Call Center Manager is eligible for a performance-based bonus tied to the commissions earned by the CSR team.
This is a hands-on leadership position for someone who enjoys developing people, driving results, solving customer issues, and providing excellent service.
Compensation & Benefits
- $90,000–$105,000 annual salary plus bonus tied to commissions earned by CSR team
- Health, dental & vision insurance
- Paid time off and sick leave
- Holiday pay
- 401(k) plan
- Employee discount
- In-house training on our products, services, and systems
Key Responsibilities
- Lead and manage a team of 10–15 CSRs.
- Effectively manage, communicate with, coach, and develop both on-site and remote CSRs to improve sales, customer service, product knowledge, and overall performance.
- Drive CSR sales and maximize team commission results.
- Monitor calls to ensure timely response and excellent customer service.
- Handle customer calls, escalations, and difficult situations as needed.
- Monitor internal and external emails, sales orders, and quotes to ensure customer issues are promptly addressed and followed up on by the team.
- Work with Dispatch, Warehouse Managers, and other departments to resolve customer and delivery issues.
- Review sales and call center reports to identify opportunities to improve performance, efficiency, and customer satisfaction.
- Review CSR scorecards and commissions.
- Hire, onboard, train, and evaluate team members.
- Create and manage schedules to ensure call center coverage Monday–Friday from 7:30 AM–6:00 PM and Saturdays from 8:00 AM–2:00 PM.
- Lead team meetings and promote strong communication and team culture.
- Manage outbound calling assignments and weekly quotas.
- Oversee front-counter and shop jobs handled through the call center.
- Ensure online orders are handled accurately and promptly.
Qualifications
- Previous management or supervisory experience required.
- Previous experience in call center, customer service, or sales preferred.
- Proficient with Excel and comfortable reviewing and interpreting sales and performance reports.
- Good leadership, communication, and problem-solving skills.
- Ability to motivate a sales team and drive measurable results.
- Excellent organizational and multitasking abilities.
- Ability to remain calm and professional in stressful situations.
- Comfortable with computers, phone systems, and business software.
- Strong customer service skills and attention to detail.
- Automotive and/or truck parts knowledge is a plus.
- Bilingual Spanish/English is a plus.
About Us
Cummins/1-800-Radiator & A/C is a rapidly growing automotive parts company with a history dating back to 1911. Cummins Radiator has been part of the 1-800-Radiator & A/C network since 2006.
We are locally owned and operate six warehouses across Maryland, Pennsylvania, and Delaware, while being part of 1-800-Radiator & A/C, a Driven Brands portfolio company with more than 200 locations nationwide.
1-800-Radiator & A/C provides radiators, condensers, A/C parts, fan assemblies, fuel pumps, and related products to retail and wholesale customers.
Our extensive inventory and local warehouses allow us to deliver parts faster and at competitive prices, giving our sales team a strong advantage. We pride ourselves on exceptional customer service and customer satisfaction.
We are looking for motivated people who enjoy a fast-paced environment and want to be part of our continued growth.
We are hiring immediately. Apply today!
Learn more:
www.cumminsradiator.com
www.1800radiator.com
Pay: $90,000.00 - $105,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Work Location: In person
Salary : $90,000 - $105,000