Customer Experience Representative, Bilingual
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Job Description
Remote bilingual representative scheduling collision repair appointments for Crash Champions, a U.S. collision repair operator. Managing customer communications, rentals, towing, and service concerns.
Responsibilities:
- Schedule customer appointments for collision repair and estimates according to Standard Operating Procedures
- Manage a high volume of inbound and outbound customer communications
- Assist customers with rental car reservations and tow scheduling
- Manage daily workload with a strong sense of urgency
- Communicate with empathy, confidence, and professionalism
- Respond to customer inquiries by clarifying needs, researching information, and executing next steps
- Resolve customer concerns through active listening and internal resources
- Multitask across multiple systems and communication channels
- Follow departmental processes to maintain assignment accuracy and data integrity
- Safeguard customer and company information and maintain confidentiality
- Maintain company-issued equipment and report issues
- Support positive outcomes and a 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
- Quiet, distraction-free workspace
- Fully remote work setup
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
- Monthly performance-based bonuses of up to $400
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