The Customer Care Specialist is an entry-level, hourly position located in the Southern California
market. It is the CCS responsibility to close the deal and capture the keys when perspective customers
walk through the door for an estimate. The CCS will be able to do this by establishing customer
confidence and trust in Fix Auto from the first impression. The Customer Care Specialist is the primary
contact for all initial customer reception and greeting. This person must be an articulate well-spoken
individual that communicates a sincere, friendly greeting to any customers who calls or walks into the
business. They must also be able to provide administrative services to support daily operations.
It is important that the Customer Care Specialist illustrates professional confidence. They must be able
to assess the needs of customers and providers. With that assessment, the correct process must be
identified and initiated to satisfy the customer. Performance levels must be consistently delivered and
managed under even the most difficult situations, which can arise. The CCS will deliver an unparalleled
customer service experience and ensure customer satisfaction from beginning of repairs until the
delivery of the vehicle.
Provides Initial Customer Reception & Greeting
Responsible for Capturing the Sell when Customers who walk through the door by creating a positive
and lasting first impression.
Assesses All Customer Needs: Initiates any & all processing requirements
Provides Primary Phone Coverage: Addresses customer inquiries when possible
Communicates to Personnel on Customer Appointments/Special Requirements
Setting customer expectations, communicating to the team, and ensuring expectations are met.
Initiates Customer Information Sheet and Vehicle Check In
Schedules Customer Rental Cars
Performs File Construction: Leads, Scheduled, Work In Process
Maintains -Scheduled In- File Organization & Appointment Log
Audits -Scheduled In- Files for Appropriate Authorizations and Payments
Oversees Development & Distribution of -Work Orders- & -Parts Orders-
Oversees Processing of Initial Insurance Assignments and Customer Contact
Inputs Insurance Company information properly in each system.
Ensures Insurance Logs and Files are Current and Maintained
Verifies Customer and Insurance Authorizations and Payments
Collects Repair Order Payments From Customers
Assists with Customer Call-outs for Delivery Dates & Vehicle Pickup
Keeps the customer informed throughout the repair process.
Providing precise/accurate information, asking questions and reading customer file to ensure correct information is given at all times.
Participates in Daily Shop Meeting as needed and requested
Provides Direct Support to General Manager, Office Manager and Repair Planners as needed.
Up to 3 years Customer Care experience preferred
Must be able to multi-task in a high paced environment with a flexible attitude.
Attention to detail and organization skills are a must
Ability to follow company processes and procedures
Basic Computer Skills are necessary to navigate company systems & communicate with customers.
Uphold the company's non-disclosure and confidentiality policies and agreements
Must own a valid driver's license, some local travel if asked to cover other shops within the region.
Behavioral Excellence Required:
Professional demeanor, selling style, and appearance with a high level of integrity and work ethic.
Present a positive attitude always: friendly, pleasant, accommodating, cheerful, courteous, helpful, outgoing disposition before all customers at all times
Self-motivated, with high energy and an engaging level of enthusiasm.
Exceptional verbal and written communication skills.
Ability to work individually and as part of a team.
Willingness to learn and to participate in company meetings and training programs which are
sponsored by the company
box to meet specific customer needs.
IND3
Requisition ID: 2022-22703
External Company URL: https://fixauto.com/us/en/
Street: 22951 Savi Ranch Pkwy
