PartsSource wins 2011 World Class Customer Service Award for Training & Development of Associates
With a 92% retention rate and over 50% of our new associates referred by current employees, PartsSource is truly a "home away from home" for our 200 plus associates. Our incredible growth rate has created job opportunities in sales, operations, finance and IT for the right individuals. We hire between 4-6 new associates every month and the following tells the story of how we are able to find the right people and more importantly, how we help those people have a long and successful career at PartsSource.
Each prospective applicant is given a personality profile that measures a variety of key areas. This profile is then used to evaluate applicants and those that score low on key metrics are not considered for employment. Those that do score well are then interviewed by no less than four individuals. First our Human Resources Director must recommend the applicant and if she does, then two of our three Sales Managers must also interview the applicant and recommend them. If all three individuals recommend the individual for employment then the VP of Sales & Marketing conducts a final interview prior to an offer letter being submitted. We are extremely "picky" when it comes to individuals entering our company and this selection process has served us well in getting the right type of driven people on our team.
Each new hire that enters PartsSource is given one week of intensive "off line" classroom customer service training by a dedicated training and development manager. Following the first week each new hire is placed in a designated new hire area of our Corporate Center with the training and development manager stationed nearby to answer any questions and intervene with customers as necessary. Each day we conduct training classes for both new hires and existing CSRs to make sure they are clear on both our product offerings and our processes. And every new hire spends time with the President and CEO, A. Ray Dalton near the end of their first week where he gives each of them the same message. The message is a simple one but it drives the entire philosophy of PartsSource. He tells them that they own the customer experience and any situation or problem must be tackled first by the CSR as "the person closest to the problem has the most power to rectify the situation". We make sure that before any CSR "goes solo" they have both knowledge and a clear understanding of our expectations of consistently excellent customer service. Once on board the new hire must pass a variety of early evaluations before being taken off probation and deemed eligible for permanent hire.