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Our purpose is simple: Repairing your car right
Customer Experience Specialist
Location
United States
Posted
53 days ago
Salary
$18 - $21 / hour
Seniority
Senior
Job Description
Customer Experience Specialist
CollisionRight
• Interact with customers via phone, email, and/or chat to schedule, confirm, and modify repair appointments. • Accurately gather and document customer information within our scheduling system. • Coordinate with our repair facilities to ensure optimal customer experience and minimize appointment conflicts. • Utilize scripts and templates to maintain consistent communication while personalizing interactions to enhance customer experience. • Consistently meet or exceed established quality metrics, including accuracy, professionalism, and customer satisfaction. • Ensure adherence to attendance by reliably reporting to work on time and minimizing unscheduled absences. • Meet overall performance metrics, such as, call handling time, utilization, and first-call resolution. • Actively participate in team meetings, 1:1s, coaching, and training sessions. • Analyze complex situations, think critically, and use problem-solving skills to identify root causes and implement solutions that satisfy customer needs. • Display empathy, patience, and active listening to build rapport and maintain a positive customer experience. • Handle multiple customer interactions simultaneously while maintaining a high level of professionalism and attention to detail. • Take overflow calls for repair facilities when applicable to assist in managing high call volumes and maintaining customer satisfaction. • Stay updated on company policies, procedures, products, and services, and adapt to changes in a dynamic and evolving environment. • Collaborate with colleagues, supervisors, and other departments to resolve customer issues that require cross-functional support. • Demonstrate a positive attitude and professionalism in all interactions, fostering a collaborative team culture and maintaining a supportive, customer-focused environment.
Job Requirements
- High school diploma or equivalent.
- Previous customer service in a call/contact center experience is preferred.
- Prior experience in the automotive industry is strongly preferred but not required.
- Strong verbal and written communication skills are essential for effectively interacting with customers and conveying information clearly and professionally.
- A genuine desire to assist customers and provide excellent service, even in challenging situations.
- The ability to analyze customer issues, identify root causes, and implement appropriate solutions.
- Display empathy and active listening skills to understand and address customer concerns.
- Ability to remain seated for extended periods and handle prolonged phone and computer use.
- Capable of managing multiple customer interactions and tasks simultaneously.
- Familiarity with relevant software applications, databases, and tools for managing customer interactions and inquiries.
- Ability to quickly adapt to changing processes, products, and procedures in a fast-paced environment.
- Willingness to work collaboratively with colleagues, supervisors, and other departments to resolve customer issues.
- Effective time management skills to meet service level agreements and prioritize tasks.
- Able to remain composed and handle challenging or upset customers with patience, empathy, and professionalism.
- Familiarity with the company's products, services, and policies to provide accurate information to customers.
- Accurate and efficient data entry skills to update customer records and log interactions.
- Proficiency in languages relevant to the customer base being served (e.g., bilingual skills if serving a multilingual customer base).
- Ability to resolve conflicts and address customer complaints while maintaining a positive customer experience.
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