[Hiring] Customer Experience Associate - Bilingual (English/Spanish) @Crash Champions

Role Description

The Customer Experience Associate I is responsible for scheduling customer appointments for collision repair and estimates while adhering to all internal and external Standard Operating Procedures (SOPs). This role supports the delivery of a consistent, best-in-class customer experience throughout the vehicle repair process.

This position operates in a high-volume, performance-driven call center environment and requires the ability to manage a large volume of inbound and outbound customer interactions while maintaining professionalism, empathy, and accuracy. The role is fully remote and requires a quiet, distraction-free workspace and reliable high-speed internet.

• 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

Qualifications

• 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

Requirements

• Shift: Monday–Friday, 10:30 AM–7:00 PM CST
• Saturday: 8:00 AM–12:00 PM CST (rotating; subject to business needs)
• Base Compensation: $18.00 per hour + Performance Incentives: This role includes eligibility for monthly performance-based bonuses of up to $400, tied to key operational and customer experience metrics.

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