Position Title: Customer Experience Associate 1

Compensation:

$16 per hour / $16.50 per hour - Bilingual

Position Summary:

The Customer Experience Associate 1 is responsible for ensuring best-in-class customer service is delivered to all customers during vehicle repair process.

This position requires a high level of customer service, communication skills, enthusiasm, and the ability to problem solve.

Care Center Hours of Operation:

The Customer Experience Associate must be willing to work a flexible schedule including Saturdays to meet our customer's needs.

• M-F 7am-7pm CST
• Saturday 8am-12pm CST rotating (subject to change due to business needs)

Included:

• Overtime opportunities based on business need
• Employee engagement, coaching and pay-for-performance culture
• Monthly Performance Bonus opportunities up to $300 based on performance results
• Structured job advancement and promotion opportunities through Career Progression Program
• Opportunity to learn and participate in different aspects of the business beyond your role

Job Responsibilities:

• Schedule customers for collision repair and estimate appointment by following internal and external Standard Operating Procedures
• Professionally handle large daily quantity inbound and outbound customer communications, as communicated by management
• Assist customers with setting up rental reservations and scheduling tows
• Exhibit a sense of urgency towards daily workload
• Convey empathy and confidence on all internal and external customer interactions
• Respond to inquiries by clarifying, researching, planning, and implementing
• Problem resolution by actively listening to our customers and using all internal resources to create a delighted customer
• Execute job while multitasking across multiple communication channels
• Execute department processes and procedures to maintain assignment integrity
• To keep all company issued equipment in excellent working conditions and report all equipment concerns promptly to the appropriate department for repair or replacement
• Always acting in a manner that creates positive outcomes for our customers
• Able to keep customer and company information confidential
• All other duties as assigned by management

Skills:

• Excellent Verbal Communication
• Able to Actively Listen
• Friendly and Pleasant Phone Demeanor
• Computer Based Documentation
• Strong Attention to Detail
• Ability to Multitask
• Problem Solving

Required

• High School diploma or G.E.D
• Ability and flexibility to work rotating Saturday's & other work schedules
• Modem and high-speed internet that meet minimum requirements

Preferred Qualifications:

• Bilingual (Spanish)
• Six months of customer service experience and/or contact center experience