Senior Customer Service Supervisor

Description

 Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH goes to market via nine enthusiast focused websites (banners) - ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, RCI Off-Road and EVANNEX. EAH serves automotive enthusiast customers who are passionate about how their vehicle looks and performs, by providing the parts, content, knowledge and support to make their vehicle come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option. EAH’s leadership team has delivered strong organic growth with market-leading profitability. EAH has also completed multiple acquisitions and plans continued expansion of its served markets via acquisition.

EAH is owned and supported by Cortec Group, a premier private equity firm. Cortec has invested millions of dollars to expand EAH’s operations, facilities, technology, and leadership. Among other investments, EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level ERP / WMS / OMS systems.

EAH is seeking a Senior Supervisor of Customer Service to be a direct leader of customer experience through escalation resolution, recruiting, and team development activities for the ECS Tuning, Turner Motorsports and Evannex brands.  This position will be based out of the Company’s Wadsworth, OH headquarters.
 

Key Responsibilities:

1. Lead the Customer Experience - Solve customer pain points:

· Serve as an elevated level of customer complaint resolution, including being able to de-escalate and solve complicated customer pain points within the delegated authority for the role

· Perform online feedback research and resolution for indirect customer complaints 

2. Customer Centric team building and performance

· Lead customer service representatives by creating an inclusive, customer centric, proactive team

· Responsible for ensuring that we are delivering on contact center KPI’s (For example: Customer Satisfaction scores, Chat abandonment, Call Abandonment, Wait Times, etc).

· Support the development and management of work schedules to ensure we always have adequate coverage to serve the customers, manage PTO/Call offs and make any necessary adjustments with the goal of having our team available during critical hours.

3. Lead reporting and site continuous improvement culture

· Responsible for sending daily/weekly/monthly recaps to the leadership team, outlining the opportunities and successes from the previous day/week/month.

· Proactively by supporting onboarding, development and continual coaching and training of team, inclusive call listening, reviewing performance metrics and then supporting corrective actions

Requirements

• 3+ years of supervisor experience of teams of at least 5 agents
• Customer centric with strong skills in communication and de-escalation
•  Able to share/absorb constructive feedback
• Automotive or adjacent industry experience helpful but not required (willingness to continually learn required).
• Meeting or exceeding our customer KPs including Reputation.com score and Service level metrics (Abandonment Rates) - with a relentless passion to serve the customers and team
• Being an excellent coach and mentor to the team. Providing training, timely feedback and taking the time to celebrate wins and being a catalyst for motivating the team.
• Effective schedule management ensuring that you’re always agile and on top of adjusting schedules to accommodate planned/unplanned absences.
• Regular check-ins with representatives and other supervisors / sales team leads and managers to ensure we are celebrating wins and addressing opportunities as needed.