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Salary: USD 64,755 - 96,736 / annual
Parts Town, a fast-growing distributor of restaurant equipment, HVAC, and residential appliance parts, is seeking a Manager of Customer Solutions & Chat to lead their Independent Segment and Live Chat teams. This is a people-management role responsible for shaping the customer experience and driving operational excellence.
In this position, you will:
- Lead and develop a large team of Parts Experts, providing coaching, training, and day-to-day guidance
- Foster a positive, high-performing environment where team members are empowered to grow and deliver exceptional customer experiences
- Monitor chats and calls to provide feedback on training progress and development opportunities
- Handle escalations and address customer concerns while rectifying errors
- Deliver reporting on team performance, metrics, and KPIs to leadership
- Evaluate and improve processes that support customers, team members, and technology platforms
- Support the team by handling overflow chats, calls, and email interactions as needed
- Drive improvements in parts identification, pricing accuracy, and customer relationship-building
- Support team members' personal growth and career development
Parts Town has been recognized on the Inc. 5000 list for 15 consecutive years and the Crain's Fast 50 list ten times. The company was voted a Chicago Tribune Top Workplace for four consecutive years and emphasizes a culture of unique enthusiasm, high integrity, and embracing change.
The role offers a hybrid work schedule with flexible benefits including quarterly profit-sharing bonuses, on-demand pay options, monthly IT stipend, casual dress code, and comprehensive health, dental, vision, 401(k) with match, paid time off, paid sick time, paid holidays, and paid parental leave.
REQUIREMENTS:
- 3+ years of experience in a customer-centric leadership role
- Proficiency navigating multiple systems and platforms (Microsoft Excel, Salesforce, and live chat platforms preferred)
- Highly organized with strong attention to detail and time management skills
- Passion for delivering exceptional customer service
- Ability to lead with professionalism while bringing positive energy and enthusiasm
- Analytical thinking and creative problem-solving with data-driven decision-making
- Passion for coaching, developing others, and creating effective documentation
- Ability to manage multiple priorities while maintaining high accuracy and quality
- Confident navigation of difficult conversations, conflict resolution, and cross-team relationship building
- Excellent communication skills, fluent in English (written and verbal)
- Quality, high-speed internet connection at home
