Position Overview:

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Representative at our reputable car repair company. As a vital member of our organization, you will play a pivotal role in ensuring that our customers have a seamless and exceptional experience throughout their car repair journey. You will be the main point of contact for customers, providing guidance, assistance, and support to ensure their satisfaction and loyalty.

Responsibilities:

Customer Engagement:

• Serve as the primary point of contact for customers seeking car repair services, addressing inquiries, concerns, and providing accurate information.
• Communicate with customers through various channels, including phone, email, and in-person interactions, demonstrating a professional and courteous demeanor at all times.
• Actively listen to customers, understanding their needs, concerns, and expectations, and effectively convey relevant information to the appropriate teams within the company.

Problem Resolution:

• Assist customers in troubleshooting issues related to car repairs, maintenance, and service quality.
• Collaborate with our technical and service teams to ensure prompt and effective resolution of customer concerns.
• Provide guidance on warranty claims, insurance procedures, and other related matters to ensure a smooth resolution process.

Define Customer Centric Sales and Service Processes

• Manage service and sales processes end to end
• Measure customer satisfaction with company processes
• Improve on existing processes collaboratively with management team

Customer Onboarding:

• Guide customers through the process of scheduling appointments, drop-offs, and pickups for their car repairs.
• Educate customers about our services, pricing, and repair procedures to manage expectations and enhance transparency.

Relationship Building:

• Build strong and lasting relationships with customers by demonstrating empathy, understanding, and a commitment to their satisfaction.
• Proactively engage with customers to collect feedback, suggestions, and testimonials, leveraging insights to improve our services.

Upselling and Cross-Selling:

• Identify opportunities to upsell additional services or maintenance packages that align with customers’ needs and vehicle requirements.
• Collaborate with our sales and marketing teams to promote relevant offerings to existing customers.

Data Management:

• Maintain accurate and up-to-date customer records, interactions, and service histories in our CRM system.
• Generate reports and insights from customer data to support decision-making and continuous improvement efforts.

Customer Survey and Feedback Analysis

• Gather Feedback on service provision and on sales
• Create matrix to track and report on customer satisfaction

Qualifications:

• High school diploma or equivalent; relevant college degree or vocational training is a plus.
• Project management skills are an added advantage
• Previous experience in a customer-facing role, preferably in the automotive or service industry.
• Excellent interpersonal and communication skills, both verbal and written.
• Strong problem-solving abilities and a proactive attitude towards customer satisfaction.
• Empathetic and patient demeanor, with the ability to remain composed under pressure.
• Basic knowledge of car repair terminology, procedures, and automotive systems is advantageous.
• Proficiency in using CRM systems and Microsoft Office Suite.
• Ability to work collaboratively within a team environment.
• Flexibility to work weekends or extended hours as needed.