Automotive Parts Specialist Team Leader

1 week ago

Stittsville, Canada AutoShack.com Full time

AutoShack is on the lookout for a seasoned professional with extensive hands-on automotive repair experience to take on the role of Team Leader. This position is tailor-made for an individual who combines an intimate knowledge of automotive parts with stellar leadership skills. The primary responsibility of this role is to guide our team of contact center agents to improve their understanding of auto parts and enhance the quality of customer interactions.

**Responsibilities**:
1. Mentor and manage a team of contact center agents, fostering a learning environment to bolster their auto part knowledge and customer service skills.

2. Utilize your automotive experience to handle specialized customer inquiries, providing accurate product-related information, but not offering diagnostic services.

3. Oversee agents' performance, providing regular feedback, conducting performance reviews, and guiding them to enhance their knowledge of auto parts.

4. Foster strategies that boost the overall efficiency of the contact center, with a focus on product knowledge and customer communication.

5. Ensure adherence to company policies and procedures, maintaining compliance with all relevant regulations and legislation.

6. Address escalated customer issues involving technical product knowledge, offering resolutions as needed.

7. Liaise with other departments to ensure fluid communication and collaboration.

8. Assist in the hiring, onboarding, and training of new agents, particularly in enhancing their auto part knowledge.

9. Compile and evaluate reports on team performance and customer satisfaction, focusing on interactions involving auto part knowledge.

10. Cultivate a positive and inclusive work environment that encourages teamwork, motivation, and employee engagement.

Qualifications:
1. Professional automotive repair service experience of at least 7 years, with a deep understanding of auto parts.

2. Experience in a customer-facing role, preferably in a contact center, would be beneficial.

3. Proven leadership skills, with the ability to mentor and guide a diverse team.

4. Superior communication skills to effectively explain complex automotive concepts to both agents and customers.

5. Basic knowledge of contact center systems and technology, with a willingness to learn more.

6. Excellent problem-solving skills, particularly in addressing customer inquiries related to auto parts.

7. Organized and detail-oriented, with the ability to multitask and prioritize effectively.

AutoShack offers competitive salary and benefits packages, as well as opportunities for professional growth and development. If you are a dedicated and driven individual who is ready to take your career to the next level, we encourage you to apply.

**Salary**: $25.00-$28.00 per hour

**Benefits**:

- Dental care
- Life insurance
- On-site parking
- Store discount

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Stittsville, ON K2S 1E7: reliably commute or plan to relocate before starting work (required)

**Education**:

- DCS / DEC (required)

**Experience**:

- Automotive repair: 5 years (preferred)

**Language**:

- English (required)

Work Location: In person

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