[Hiring] Automotive Repair Expert @Yelp, Inc

Role Description

This role will support the RepairPal function of our business. RepairPal connects consumers with certified trustworthy mechanics throughout the United States. In 2024, RepairPal was acquired by Yelp.

RepairPal is looking for an Automotive Repair Expert (aka "Car Genius") who will be the professional voice of automotive repair for vehicle owners who have repair-related questions, are seeking advice, or need help finding a trustworthy shop for their repair needs. The ideal candidate has auto repair advocacy in their DNA and believes that knowledge is power when it comes to making auto repair decisions.

This is a full-time remote role based in the United States.

What you'll do:

• Directly engage via telephone with consumers to answer auto repair-related questions and guide them to a scheduled appointment at a RepairPal Certified shop.
• Engage and respond to consumer’s needs via email, SMS, and chat support.
• Provide repair expertise to consumers via phone and email/chat/SMS to drive value across RepairPal partners and shop networks.
• Serve as an internal subject matter expert across various teams and company initiatives.
• Maintain consistent communication with partners to ensure needs and concerns are addressed.
• Build relationships designed to stimulate referral activity and build trust.
• Provide training and materials to partners, shops, and our internal customer success organization.
• Provide qualitative and quantitative feedback to internal stakeholders on partner and/or consumer feedback and needs.
• Support estimator claims to ensure resolution for any customers needing assistance with an estimate from our website.
• Participate in training efforts across multiple internal teams related to ASE Certification.

Qualifications

• More than 3 years of experience as an auto repair technician and/or service advisor.
• Experience and enjoyment in communicating with consumers via phone, SMS, and chat about vehicle repair needs and recommendations.
• ASE Certified, or willing to become certified within the first 6 months of employment.
• High level of professionalism and business maturity, passion, ethics, confidence, and commitment.
• Familiarity with webinars and screen share technology.
• Proficient in using Salesforce.
• Excellent written and verbal communication skills.
• Able to manage multiple projects in a fast-paced, high-pressure environment.
• Sense of curiosity and a desire to learn how things work.
• Enjoys hearing about fellow employees’ dogs.

Requirements

• More than 3 years of experience as an auto repair technician and/or service advisor.
• Experience and enjoyment in communicating with consumers via phone, SMS, and chat about vehicle repair needs and recommendations.
• ASE Certified, or willing to become certified within the first 6 months of employment.
• High level of professionalism and business maturity, passion, ethics, confidence, and commitment.
• Familiarity with webinars and screen share technology.
• Proficient in using Salesforce.
• Excellent written and verbal communication skills.
• Able to manage multiple projects in a fast-paced, high-pressure environment.
• Sense of curiosity and a desire to learn how things work.
• Enjoys hearing about fellow employees’ dogs.

Benefits

• Effective your first day: Full medical, vision, and dental.
• 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday.
• Up to 14 weeks of parental leave.
• Monthly wellness subsidy.
• Work from home reimbursement.
• Flexible spending account.
• 401(k) retirement savings plan.
• Employee stock purchase plan.
• Compensation range for this position is $76,000-$89,000 annually, with potential for a bonus and benefits.