Title:  Supervisor, Customer Care & Sale Center

About I-CAR:

The Inter-Industry Conference on Auto Collision Repair (I-CAR) is a growing, not-for-profit organization, headquartered in Hoffman Estates, Illinois, serving the automotive collision repair industry globally. The organization was established by representatives of the collision repair, automotive, and insurance industries in 1979 and has doubled its revenue over the last six years.

Today, the I-CAR brand is stronger than it has been in 40 years of operation and has gained a worldwide reputation. There is momentum and excitement among its committed workforce, instructors and volunteers to continue to help the organization grow and expand its breadth of reach and scale. I-CAR leadership believes that the future of the organization will be importantly influenced by its continuing innovation and relevance of its products, technical programs and services.

Position Summary:

The Sales Center Supervisor will oversee the daily operations of the Sales Center, ensuring that all processes run smoothly and efficiently while leading, and delivering an exceptional end-to-end experience for our customers. This role involves a significant consultative and advisory component, where the supervisor will engage with team members to help understand customer’s needs, challenges, and goals. By offering support, advice and tailored solutions, the Sales Center Supervisor will help guide customers towards optimal outcomes, ensuring they receive maximum value from our products and services.

Working closely with the Sales Center Manager, the supervisor will play a crucial role in the development, analysis, and implementation of customer service and retention programs. This includes offering strategic insights and recommendations to help customers achieve their business objectives, thereby enhancing customer satisfaction and loyalty.

The Sales Center Supervisor will partner with the Manger on continuous improvement initiatives that align with the company's strategic objectives, striving to enhance the quality and efficiency of customer interactions. This position requires fostering a culture of high performance, collaboration, and continuous improvement within the team. The supervisor will cultivate a team-oriented environment where individuals are encouraged to make meaningful contributions to the business, our partners, and customers.

Essential Job Functions:

• Manage and oversee the daily operations of the Customer Service team including managing staffing needs based on call center volume, sales promotions, and initiatives, and capturing Sales Center KPI data.
• Serve as a point of contact to help facilitate and resolve escalated customer issues.
• Recruits, interviews, hires, and assists with the onboarding and training of new staff.
• Working in partnership with the Sales Center Manager, sets and achieves departmental goals and results by implementing best practices, leadership, and management principles, and ensuring adherence to organizational procedures, policies and guidelines.
• Regularly monitors customer interactions to evaluate employees’ professionalism, communication style, and friendliness towards customers. This includes assessing the technical accuracy of information provided, ensuring compliance with company policies and department - specific standard operating procedures (SOPs) to ensure consistent high-quality service.
• Communicates and aides in training team members on new products, services, and updated procedures. This includes how to address specific customer needs, effectively utilize sales techniques, promote new and existing products, and identify opportunities for upselling and cross selling. Additionally, the supervisor ensures team members are well-informed on current promotions and customer engagement strategies to maximize customer satisfaction.
• Ensures that robust performance tracking and feedback systems are implemented, incorporating a comprehensive set of metrics, including employee productivity, customer satisfaction, sales targets, and adherence to company policies. The supervisor will provide regular, actionable feedback to employees, providing input to their strengths and areas for improvement.
• Conducts performance appraisals with an emphasis on delivering exceptional customer service and identifying opportunities for employee growth and development.
• Works closely with key internal stakeholders to develop comprehensive program-related information and materials while providing input for the creation and distribution of program-related informational materials.

• Leverage key account management skills, along with consultative selling and advisory opportunities to support and fortify all program related activities. This includes maintaining detailed documentation of customer interactions, ensuring that all information is accurately captured and easily accessible for reference and reporting.
• Monitor and track key department metrics to generate detailed reports and perform a thorough data analysis to gain a deeper understanding of customer needs and preferences. Use insights to provide specific recommendations for enhancing our products and services, while optimizing customer experiences.

Required Skills/Abilities/Competencies:

• Excellent verbal and written communication skills including the ability to effectively communicate and exchange information at all levels of the organization.
• Demonstrate strong analytical and problem-solving skills with the ability to drive targeted results.
• Proven ability to lead teams collaboratively by fostering open communication, encouraging teamwork, and facilitating the sharing of ideas to achieve goals.
• Proven experience in customer relations or sales roles, with a strong track record of handling multiple tasks, prioritizing effectively, and exhibiting strong time management skills for meeting deadlines.
• Strategic thinker and sound judgement with a customer-centric approach.
• Self-motivated with a strong sense of accountability and the ability to demonstrate flexibility when prioritizing assignments.

Education and Experience:

• High school diploma or equivalent required. Associate degree in business administration, communication, or a related field preferred.
• Minimum 3 – 5 years’ experience in Customer Service, Sales, or related field required. Prior leadership/supervisory experience strongly preferred.
• Experience with Excel workbooks required. Experience with Salesforce preferred.
• Proficient with Microsoft Office Suite or related software.

EEO Statement: 

I-CAR is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable. Those with criminal histories will be considered in a manner consistent with applicable state and local laws.