[Hiring] Customer Experience Associate I @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.

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.

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.

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: $17.50 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.