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Customer Support Specialist

RepairSmith
Phoenix, AZ
  • Posted: over a month ago
  • Full-Time
Job Description

Working on the Operation Team, the Customer Support Specialist acts as the liaison for repair shops and customers. In this position, you will look to explain our recommendations to the customer in easy-to-understand language and suggest up-sell opportunities to keep the customers vehicle safe. In addition to answering general questions, resolving any issues and booking/scheduling appointments.

WE WILL DEPEND ON THIS PERSON TO
  • Engage customers in a meaningful way leveraging our digital platform in a manner consistent with the company's mission, brand and reputation
  • Ensure all customer needs are met, including answering their questions, resolving any issues, and connecting them with additional resources
  • Set, confirm and prepare for appointments with customers so they can have a great service experience
  • Determine vehicle needs based on customer information and walking through possible issues over the phone
  • Use a consultative selling process to assist customers in planning for ongoing required maintenance of their vehicle
  • Produce repair orders for customers, including cost and time estimates, with full transparency
  • Follow up with customers on the status of their vehicle, based on how the customer wants to be informed
  • Follow up with customers to ensure satisfaction
  • Gain superior product knowledge to effectively help customers
  • Provide an exceptional customer experience to drive loyalty
  • Performs other duties as assigned by the manager
YOU SHOULD HAVE
  • A passion for the customer and their experience
  • Excellent communication skills (written & oral), interpersonal and presentation skills
  • Effectively communicate relevant product features and benefits, consistent with company-approved guardrails
  • Deliver amazing customer support through live chat, email, and phone for customers
  • Proven ability to provide an exceptional customer experience
  • Ability to set and achieve targeted goals
  • Ability to work independently with limited supervision
  • Ability to work with demanding customers
  • Demonstrated communication, consultative, interpersonal and organizational skills
  • Experience and desire to work with technology (AllData, ShopBoss, etc.)
  • High school diploma or equivalent

Preferred skills and experience, but not required:

  • Bachelor's Degree or equivalent in experience and education
  • Experience working in customer service involving a high degree of customer interface, experience within the automotive market preferred
  • Prior sales experience preferred

WORKING WITH US

  • Competitive pay (DOE)
  • Paid vacation time
  • 100% company paid employee medical, dental, and vision insurance
  • Equity share; a percentage of the long-term value we create together
  • Access to state of the art tools and equipment (you do not bring your own)
  • Company branded vehicle provided
  • Work clothes (uniforms) and safety gear provided
  • Casual atmosphere and great people to work with
ABOUT US

RepairSmith is on a mission to deliver convenient auto repair everywhere with its disruptive service, offering the first and only full-service mobile solution for automotive repair and maintenance.

The company delivers complete mobile repair and maintenance to car owners with the convenience of online booking and instant price quotes, combined with five-star quality service at fair, affordable prices. RepairSmith also delivers repair and scheduled maintenance on-location to fleet operators, car rental agencies and dealership customers.

Founded in 2018, RepairSmith is based in Los Angeles and offers service in 650+ cities across six states with over 100,000 service appointments completed to date. All RepairSmith technicians are employees of the company, equipped with customized state-of-the-art mobile service vans to deliver a best-in-class experience. Named one of Fast Company's Most Innovative Companies of 2021, RepairSmith is backed by TI Capital, Mercedes-Benz, Porsche Ventures, Spring Mountain Capital, and other venture and automotive investors.

For more information, visit www.RepairSmith.com and follow the company on social media via LinkedIn, Twitter, and Instagram.

Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

REPAIRSMITH, INC. IS AN EQUAL OPPORTUNITY EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, AGE, RELIGION, SEX, NATIONAL ORIGIN, DISABILITY, PROTECTED VETERAN STATUS, OR ANY OTHER CHARACTERISTIC PROTECTED UNDER FEDERAL, STATE, OR LOCAL LAW.

RepairSmith

Address

Phoenix, AZ
USA

Industry

Business

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