Customer Service Manager - Lead with KPI Focus in Off-Road

Enthusiast Auto Holdings; Loveland (CO); On-site; USD 55,000 - 65,000; Full time

Job summary

RCI Off Road, headquartered in Loveland, Colorado, is seeking a Sales and Customer Service Leader to drive KPI performance and revenue in our on-site team. You will lead the Sales and Customer Service Department, support order management, train new hires, and provide clear, professional customer communications while resolving escalations to ensure a best-in-class customer experience.

Experience in automotive aftermarket or off-roading communities is preferred, with strong leadership, analytics,

Qualifications

• High school diploma or equivalent; further education or certification is a plus.
• Proven work experience as a Customer Service Manager, CSR or similar role.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft or Google Office Suite and ability to quickly learn new software, including Slack.

Responsibilities

• Serve as a team lead, ensuring we meet or beat service level goals and address any customer escalations.
• Preparing performance reports for leadership team, outlining results, wins and opportunities that could be addressed.
• Responsible for ensuring all agents are logged into phones and chat as scheduled.
• Responsible for daily/weekly creation of assigned tasks for agents and ensuring all agents are completing assigned tasks as scheduled
• Responsible for ensuring order management activities are completed (i.e. Orders stuck in Netsuite, etc.).
• Support the Sales and Customer Service Team through effective problem solving, training, and balancing team interactions.
• Set an example of leadership in your immediate and cross functional teams.
• Organize workflow to meet customer deadlines.
• Facilitate training for new hire agents and participate in ongoing developmental training.
• Manage customer communications professionally, efficiently and with excellent communication skills.
• Attend to customer questions, complaints and concerns immediately, and facilitate a satisfactory resolution.

Skills

Team leadership

Customer service

Communication

Multitasking

Organizational skills

Problem solving

Training

Teamwork

Phone etiquette

Stress management

Education

High school diploma or equivalent

Tools

Microsoft Office

Google Workspace

Slack

Job description

RCI Off Road, headquartered in Loveland, Colorado, is seeking a Sales and Customer Service Leader to drive KPI performance and revenue in our on-site team. You will lead the Sales and Customer Service Department, support order management, train new hires, and provide clear, professional customer communications while resolving escalations to ensure a best-in-class customer experience.

Experience in automotive aftermarket or off-roading communities is preferred, with strong leadership, analytics,