[Hiring] Shared Services Communications Specialist @Crash Champions

Role Description

As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, servicing customers at more than 650 state-of-the-art locations in 38 states across the U.S.

Founded in 1999 as a single Chicago repair center by industry veteran Matt Ebert, Crash Champions has been anchored by the belief that delivering superior collision repair service is about People First.

Responsibilities

• Provide professional, courteous, and timely support to stores and vendors regarding general inquiries.
• Resolve customer inquiries, complaints, and complex issues via phone, email, chat, text, and ticketing systems.
• Research, troubleshoot, and identify appropriate solutions to resolve issues before escalation whenever possible.
• Take ownership of inquiries from initial contact through resolution, ensuring accurate and timely follow-up.
• Demonstrate exceptional customer service skills when handling challenging situations while maintaining a calm and professional demeanor.
• Utilize internal systems and tools to investigate issues and provide effective resolutions.
• Maintain a working knowledge of internal processes, including statement reconciliation, invoice posting, payment journal creation, payment scheduling, invoice imports, and remittance explanations.
• Follow established escalation procedures and company policies while exercising sound judgment and discretion.
• Collaborate with cross-functional teams to ensure efficient issue resolution and positive customer experience.
• Meet productivity, quality, and service-level expectations in a fast-paced support environment.

Qualifications

• Preferred: 1–2 years of call center, contact center, shared services, or high-volume customer service experience.
• General accounting knowledge and understanding of basic accounting principles required.
• Strong verbal and written communication skills with a customer-focused approach.
• Excellent organizational, time management, and multitasking abilities.
• Demonstrated problem-solving skills with a solution-oriented mindset.
• Ability to manage a high-volume workload while maintaining accuracy and meeting performance expectations.
• Strong computer skills, including data entry, system navigation, Microsoft Excel, and other business applications.
• Ability to exercise discretion, sound judgment, and independent decision-making.
• Self-motivated, adaptable, and positive professional who thrives both independently and as part of a collaborative team.
• Ability to consistently work the required West Coast support schedule (10:00 AM – 7:00 PM CST / 8:00 AM – 5:00 PM PST).

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