🚗 Virtual Service Advisor (Mechanical) Job Type: Remote, Full-Time (EDT/EST) Role Summary You will handle customer communication, build repair estimates, secure approvals, and manage workflow for mechanical service in a remote setup. Key Responsibilities - Answer incoming calls, texts, and schedule service appointments - Build and present repair estimates to customers - Look up parts and labor to ensure accurate pricing - Secure approvals and follow up on declined services - Provide daily updates on repair status - Close tickets and assist with payment processing KPIs / Success Metrics - 60–75%+ approval rate - Strong Average Repair Order (ARO) performance - Under 5-minute response time - Consistent and timely follow-ups

• Übernahme des 2nd-Level-Support für Gäste: Unterstützung bei komplexen Anliegen oder technischen Klärungen in enger Zusammenarbeit mit Gastgebern. • Ganzheitliche Betreuung der Gastgeber – vom Onboarding über die tägliche Nutzung der Systeme bis hin zum laufenden Support. • Erste Ansprechperson für alle Fragen rund um Buchungen, Systeme und Vermarktung – telefonisch und per E-Mail. • Unterstützung der Kunden bei der Nutzung des Produkts, Identifizierung technischer Probleme und eigenständige Behebung dieser. • Aufbau einer zufriedenen Kundenbasis durch persönliche Betreuung und nachhaltige Beziehungen. • Erweiterung der Wissensdatenbank und Self-Service-Tools zur besseren Selbsthilfe der Gastgeber.

Role Description Join our team at Mid-South Ice House, where we are dedicated to providing exceptional service to our customers. In this position, you will play a critical role in ensuring a positive experience for all visitors, maintaining our high standards of customer satisfaction. - Assist customers in a friendly and professional manner, addressing inquiries and resolving issues. - Manage transactions accurately and efficiently, handling cash and processing payments. - Maintain a clean and organised environment, ensuring the facility is welcoming for guests. - Collaborate with team members to ensure smooth operations and excellent service delivery. - Gather customer feedback to help improve services and address any concerns. Qualifications - Proven experience in a customer service role, preferably in a fast-paced environment. - Strong communication skills, both verbal and written. - Ability to work flexible hours, including evenings and weekends. - Excellent problem-solving skills and a positive attitude. - Basic computer skills and familiarity with point-of-sale systems. Requirements - Experience in the hospitality or entertainment industry. - Knowledge of ice skating or related activities. - Fluency in additional languages.

• Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discovery • Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, Twitter, and Reddit • Partner with our engineering team to document and reproduce bugs • Surface trends and insights from customer feedback to the team at large to inform product choices • Lead select strategic projects to improve the support experience, internal knowledge sharing, and product operations