Team Lead, Customer Solutions; Service Select

Team Lead, Customer Solutions (Service Select)

We are a growing distributor of restaurant equipment, HVAC, and residential appliance parts. We emphasize safety, integrity, and adaptability. We’re looking for a leader who brings enthusiasm and a willingness to embrace change.

• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On‑demand pay options:
  Access your pay as you earn it, to cover unexpected or everyday expenses
• All the traditional benefits like health insurance, 401k match, employee assistance programs and time away – we’ve got you covered.

The Customer Solutions Team Lead is responsible for leading and developing our team of Customer Solutions Specialists (Parts Experts), ensuring operational efficiency, high customer satisfaction, and consistent performance.

• Monitor team metrics
• Provide continuous support and ongoing training to our internal team members
• Delegate tasks and support our Parts Experts in daily operations, system navigation, and escalations
• Handle escalated customer calls and ensure timely responses to Webex messages
• Guide our team through the customer experience by effectively collaborating with customers, manufacturers, and internal departments regarding the customer’s needs and finding solutions that create satisfaction for the customer and the company
• Maintain accurate customer information in Salesforce and follow up/follow through with open cases
• Handle incoming customer calls as needed in the queue
• Collaborate with leadership on performance reviews, PIPs, and time‑off approvals
• Manage reports and various tasks/projects assigned by leadership

• 2+ years of experience in a customer‑facing role (preferably over the phone)
• Stellar organizational skills and ability to multitask without sacrificing accuracy
• Proficiency in Microsoft Office, Salesforce, SAP, and High Jump
• Excitement about teaching and guiding team members throughout the Parts Town Elite experience while maintaining a friendly and helpful demeanor
• Outgoing, positive, team‑spirited personality
• High‑speed internet connection at home
• Excellent communication skills and proficiency in English (both written and verbal)
• Availability to work a schedule of M‑F 9:00 AM‑6:00 PM (CST) or 10:00 AM‑7:00 PM (EST) with flexibility to adjust to different hours as needed.

Our team values transparency and a positive workplace culture. We celebrate collaboration, growth, and work‑life balance.

The salary range for this role is $49,524 - $66,835 annually ($23.81 – $32.13 hourly), based on qualifications, experience, and geographical location. Parts Town is a pay‑for‑performance company; some roles offer a profit‑sharing program and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental, and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and is an equal‑opportunity employer. All qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability, or protected veteran status.