Call Center & Retention Manager

#jobalert | DIRECT HIRE | CALL CENTER & RETENTION MANAGER | AUTOMOTIVE AFTERMARKET | Atlanta area

An established automotive aftermarket company serving a nationwide base of vehicle restoration and enthusiast customers is hiring a Call Center & Retention Manager to lead its inside sales and customer retention team. This is a hands-on leadership role running daily call center operations, coaching a team of eight representatives, resolving escalated customer issues, and driving repeat business through proactive customer follow-up. The position reports directly to the company’s chief executive and owns team performance and service quality. For a strong leader, it offers direct executive visibility and real ownership of team performance, customer loyalty, and sales execution from day one.

• Anticipate $80K-$85K base (+/-), based on experience
• Benefits include: Health, Dental, Vision, 401K w/ match, PTO, holidays
• Full-time, onsite, Monday through Friday

OVERVIEW:

• Lead daily operations of an inside sales and customer retention team, with calls and customer inquiries handled accurately and on time
• Coach representatives to deliver knowledgeable, accurate product guidance and recommend the right parts for each customer’s needs
• Drive customer retention through proactive follow-up with existing and inactive customers and recovery of at-risk accounts
• Own team performance: call activity, responsiveness, order accuracy, conversion, and productivity
• Resolve escalated customer issues and coordinate resolutions across departments
• Develop the team through regular coaching, performance reviews, and product-knowledge training, and take part in hiring and onboarding

PREFERRED SKILLS AND EXPERIENCE:

• BA/BS in Business Administration, Marketing, or a related field, or equivalent relevant experience
• At least 3 years of progressive supervisory or management experience, preferably in a call center or parts sales environment
• Demonstrated ability to lead, coach, and develop an inside sales or customer service team
• Strongly Preferred: Working knowledge of automotive parts, vehicle applications, and fitment, with the ability to coach representatives on product selection
• Strong customer service, retention, problem-solving, sales closing, and conflict-resolution skills
• Clear written and verbal communication, sound judgment, and organization, with the ability to manage competing priorities
• Proficiency with Microsoft Office and Outlook, and comfort learning phone and order-management systems

KEYWORDS:
call center manager, inside sales manager, customer retention manager, contact center manager, customer service manager, inside sales, call center operations, customer retention, automotive parts, auto parts, aftermarket parts, classic car parts, vehicle restoration, parts fitment, counter sales, team leadership, coaching, performance management, order management, customer experience, escalation management, sales management, Atlanta, North Georgia, conversion

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