Fully Remote Contact Center Agent Automotive - Stress-Free Auto Care
Pantego, TX 76013
About the Job
CONTRACT, FULL-TIME OPPORTUNITY: Fully Remote Contact Center Agent (Automotive industry) Auto Service Writer/Customer Service position for a friendly, technologically savvy, and well-spoken individual who loves to interact with customers over phone, text, email, and more!
Location: Remote (Work from ANYWHERE!!!)
Pay: $15 - 17 per hour
As a Contact Center Agent (Automotive industry) Auto Service Writer/Customer Service Rep representing a region of auto shops, you are both an advocate for the customer and the key sales lead for the company. Initially, your efforts will support that every customer inquiry is responded to in a timely manner. As you become more comfortable in the role, your responsibilities will encompass customer vehicle repair and maintenance action plans, converting calls into appointments, referring customers to appropriate shop destinations, assisting with digital payments, directing rideshare vehicles and working directly with top talent store Managers and Regional Directors.
Requirements:
- Verifiable, Professional Automotive Industry Sales or Service Advisor role(s) /
- Excellent written and verbal skills
- Timely, trustworthy, and responsible
- Friendly & welcoming mindset
- Multitasking & communication skills
- 5-Day Week Availability
- Windows Laptop/desktop PC operating at least Windows 10, with headset and Microphone, and reliable internet connection. Suggestion of dual screens.
Expected Practices
- Call handling: As soon as you hang up with a customer you should be prepared to accept another call.
- Communication
- Record Keeping: Document your calls promptly and appropriately.
- Reporting: Any system failure or friction which is limiting your ability to work effectively must be reported as early as possible.
- Sales: Your role is intended to improve sales whether directly or indirectly. A few examples of this: reduce the total # of missed calls experienced by the Region and increase the # of appointments through various means, creating and sending estimates to clients, resulting in an increase of overall sales, Missed call/appointment follow up, and utilizing marketing sources to convert leads.
Roles and Responsibilities:
Primary Duties
Your primary duty is to pick up calls that spill over from shops, address customer concerns, and improve sales.
- Pick up the phone: Any time in which you are not available, either physically or through Do Not Disturb, must be clocked out as a break in our time clock software. This for example covers lunch breaks. Repeat occurrences of not picking up a call if not already on a call will result in dismissal.
- Accountability: Total phone handling time will be tracked daily. If you are for example on the phone for only 3 hours out of a day, you will be expected to provide meaningful value to the company through other means.
- Create Appointments: Many customers calling are simple follow ups or have a vehicle being serviced at one of our many locations. Outside of those cases, your top priority will be to convert callers into appointments. All appointments/visits in which a customer is expected to be seen must be completed through the SFAC (Stress-Free Auto Care) website app.
Secondary Duties
- Customer Review Follow-Ups: Respond daily to Yelp and Google reviews left that day using Stress-Free best practices
- Appointment Follow-Ups: Actively contacting any missed appointments to determine the cause of the missed appointment and ideally reschedule. If unable to reschedule, add note to missed appointment outlining your outreach efforts and outcomes.
- Conduct Shop Digital Standard Reviews: Performed Weekly by yourself, these audits help the shops conform to consistent standards. Limit of 30 minutes per shop audit (currently 5 hours per week total).
- Customer Follow-Ups: Follow up with customers 2 days and 6 months after appointment (as provided to your by SFAC),
- Appointment Reminders: Reach out to customers with appointments with appointment reminders, if directed by SFAC.
About Us:
Stress-Free Auto Care is a modern, tech enabled shop. We believe that taking care of your car should be an easy and stress-free experience.
Stress-Free Auto Care is a full service automotive repair provider that eliminates the hassle of auto service, unexpected breakdowns, and maintenance. We're bringing auto repair into the 21st century, where we always put the customer's needs first.
Every day we give people peace of mind. We not only take the stress out of auto care, but our transparency & communication give our customers their valuable time back that they can spend with their family instead of waiting at the shop.