Customer Experience Associate – Bilingual, English/Spanish
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Job Description
Customer Experience Associate scheduling customer appointments for collision repair services. Managing high-volume communications and providing best-in-class customer support in a remote environment.
Responsibilities:
- Schedule customer appointments for collision repair and estimates in accordance with established Standard Operating Procedures
- Professionally manage a high volume of inbound and outbound customer communications
- Assist customers with rental car reservations and tow scheduling
- Demonstrate a strong sense of urgency while effectively managing daily workload
- Communicate with empathy, confidence, and professionalism in all customer interactions
- Respond to customer inquiries by clarifying needs, researching information, and executing appropriate next steps
- Resolve customer concerns through active listening and effective use of internal resources
- Multitask across multiple systems and communication channels to ensure accuracy and efficiency
- Follow departmental processes and procedures to maintain assignment accuracy and data integrity
- Safeguard customer and company information and maintain confidentiality at all times
- Maintain company-issued equipment in proper working conditions and promptly report issues
- Consistently act in a manner that supports positive outcomes and high-quality customer experience
- Perform other duties as assigned
Requirements:
- High school diploma or GED required
- Minimum of 1 year of experience in a high-volume call center environment
- Strong verbal and written communication skills
- Demonstrated empathy and active listening skills
- Ability to multitask and manage competing priorities in a fast-paced environment
- Strong attention to detail and accuracy
- Excellent time management and organizational skills
- Self-motivated with a strong work ethic and ability to learn quickly
- Reliable modem and high-speed internet meeting minimum requirements
- Ability to navigate and multitask across multiple systems, including CRM software
- Fluent in Spanish and English required
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Group Life Insurance
- Disability Insurance
- 401k Retirement Plan with match
- Referral Bonus (“Cash From Crash”)
- 5 Paid Holidays
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