Customer Care Sales Supervisor

Title: Customer Care Sales Supervisor

Department: Customer Care

Reporting to: Senior Manager Customer Care Operations

FLSA Status: Salary Full Time

Complete if BELOW the Senior Manager level: Supervisor

Date Prepared: May 29, 2024

Position Overview

The Customer Care Sales Supervisor is pivotal in driving revenue growth and ensuring top-notch customer interactions across both chat and voice channels at SimpleTire. Reporting directly to the Sr Manager, D2C Customer Care, this role will lead a dynamic team dedicated to providing exceptional sales-driven customer service. Key responsibilities include motivating the team, refining sales strategies, and optimizing performance metrics to meet and exceed ‘Assisted Sales’ targets while delivering an exceptional customer experience.

Essential job functions:

• Lead and inspire a team of Customer Care Sales Specialists, fostering a culture of sales excellence through positive communication, coaching, and feedback.
• Oversee daily operations, including KPIs, SLAs, training, and scheduling, with a focus on maximizing sales opportunities and customer satisfaction.
• Drive a team-sell approach, providing direction on effective sales techniques and strategies to enhance customer engagement and conversion rates.
• Utilize performance metrics and data analysis to identify areas for improvement, implementing targeted coaching and skill-building initiatives to elevate team performance.
• Cultivate a high-performing team culture, building strong relationships with specialists and providing ongoing support for professional development.
• Champion efficiency and continuous improvement, ensuring best-in-class sales practices and customer service standards (CSAT) are consistently met.
• Build and maintain a prioritized roadmap of technology enhancements to continually improve the sales tool your team uses to sell directly to customers.
• Calculate monthly commission payouts and related submission process to Payroll to ensure timely and accurate agent payouts.
• Support the broader operation with real-time responses for live customer interactions, and successfully handle and resolve customer escalations.

Other Duties as assigned

Qualifications

Minimum Job Requirements

• Bachelor’s degree or equivalent work experience
• 2-3 years of supervisory experience in a contact center environment, with a minimum of 1-2 years specifically managing sales teams.
• Proven history of developing multi-channel focused teams
• Proven track record of delivering exceptional customer service and driving sales results.
• Proficiency in Microsoft Office or Google Office Suites
• Schedule flexibility, including evening, weekend and holiday hours as dictated by business need
• Experience leading a sales team in a chat / messaging environment is a plus
• Bilingual proficiency is a plus.

Knowledge, Skills and Abilities Required

• Strong leadership skills with the ability to motivate and develop teams.
• Excellent communication and presentation abilities.
• Ability to manage and direct team functions with little or no direct supervision
• Analytical mindset with strong problem-solving skills.
• Accountability, adaptability and flexibility in a fast-paced, evolving environment.
• Comfortable working cross-functionally with teams and customer bases
• Strong customer focus and relationship building skills; a high level of professionalism and integrity

Working Conditions and Physical Effort

• Ability to sit for long periods of time.
• Talking through the computer for many meetings and one-to-one conversations
• Continuous viewing of a computer monitor and data entry.
• Travel as necessary (<10%).

We offer a competitive salary + bonus, and a comprehensive benefit package including: paid time off, medical, dental, vision, and 401k matching (50% on the dollar up to 7% of employee contribution).

Base Pay Range:

$65-$85K

This position is targeted to be closed on:

2024-09-02

EOE Statement: SimpleTire is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.