Overview

Sales Support Center Supervisor

US Remote – based within 3 hours of Lexington, KY

$60-70K Base plus 10% Bonus

Reports to Senior Manager, Support Center

Hours: M-F 10-7 pm Eastern

Requires: 2 years of proven experience in a supervisory or leadership role within a customer support center or call center that focuses on appointment setting or sales.

Headline: Sun Auto Tire & Service is a fast growing, top-10 independent aftermarket automotive service provider and tire dealer in the US. We have 425 stores operating under multiple brands and have been nominated a "Best Place to Work". We have increased our footprint rapidly through both organic growth and acquisitions and seek candidates who are looking for a long-term career path and capable of growing into roles of greater responsibility. We offer excellent long-term opportunities and the chance to join an awesome team and make an impact!

Job Summary:

As a Sales Support Center Supervisor at Sun Auto, you will be responsible for leading and managing a team of support center representatives to deliver exceptional internal and external customer service. You will oversee daily operations, ensure efficient interaction handling, and maintain a positive and productive work environment. Your strong leadership skills, industry knowledge, and dedication to customer satisfaction will contribute to the success of Sun Auto's support center operations.

Responsibilities:

• Lead and manage a team of support center representatives, including recruitment, training, scheduling, performance management, and coaching.
• Ensure the team meets or exceeds established performance metrics and service level agreements (SLAs) related to call handling, response times, customer satisfaction, and quality assurance.
• Monitor and evaluate support center representative calls and interactions for quality assurance and provide feedback and guidance for continuous improvement.
• Develop and implement tactics and processes to enhance customer service and improve operational efficiency within the support center.
• Collaborate with cross-functional teams to address customer inquiries, issues, and escalations, ensuring prompt and effective resolutions.
• Maintain up-to-date knowledge of Sun Auto's products, services, and industry trends to provide accurate and reliable information to customers and support center representatives.
• Handle escalated customer concerns or complaints and work towards satisfactory resolutions.
• Generate reports and analyze data to identify trends, areas for improvement, and opportunities to enhance customer service.
• Foster a positive and inclusive work environment, promoting teamwork, motivation, and professional growth among support center representatives.
• Stay updated with support center technologies and tools, recommend enhancements or upgrades, and ensure their effective utilization by the team.

Requirements:

• High School Diploma required: bachelor’s degree in business administration, customer service, or a related field (or equivalent experience) preferred.
• 2 years of proven experience in a supervisory or leadership role within a customer support center or call center that sets appointments and supports sales.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and other stakeholders.
• Strong customer service orientation and a demonstrated commitment to customer satisfaction.
• Proficient in using customer support software, ticketing systems, and call center technologies. Experience with NICE InContact and Zendesk preferred.
• Ability to analyze data, generate reports, and utilize metrics to drive performance improvements.
• Exceptional problem-solving skills with the ability to make quick and effective decisions under pressure.
• Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
• Leadership qualities, including the ability to motivate, inspire, and develop a team.
• Availability on weekends and holidays as required by the support center operations.

Benefits

At Sun Auto we recognize that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement) as well as:

• Medical, Dental and Vision Insurance
• Health Savings Account
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Employee Discounts
• Educational Assistance
• Company Paid Life Insurance
• Short-Term and Long-Term Disability Insurance

 Sun Auto Tire & Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, State or local laws.

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