Customer Engagement Specialist – Automotive Repair Facilities

Job Title: Customer Engagement Specialist

Reports To: Office Manager

Location: Remote

Job Summary: As a Customer Engagement Specialist at Aspen Auto Clinic, you will play a vital role in ensuring exceptional customer experiences by effectively utilizing various communication platforms, including text messages, emails, website contact, and phone calls. Your primary responsibility will be to engage with customers, address their inquiries, provide assistance, and maintain a high level of customer satisfaction.

Key Responsibilities:

1. Customer Communication:
• Respond to customer inquiries via text messages, emails, website contact forms, and phone calls promptly and
professionally.
• Provide accurate and helpful information to customers regarding automotive repair and maintenance services, pricing,
appointments, and general inquiries.

2. Appointment Scheduling:
• Assist customers in scheduling appointments for repairs, maintenance and inspections.
• Coordinate with the store staff to ensure efficient scheduling and allocation of resources.

3. Issue Resolution:
• Identify and address customer concerns or complaints that come through multiple platforms; Google, Yelp!, Facebook,
Steer, Auto Ops, Auto Shop Follow-up, website contacts, hello@aspen, among others.
• Escalate complex issues to the appropriate store supervisor when necessary.

4. Customer Engagement:
• Proactively engage with customers to gather feedback, reviews, and testimonials.
• Implement strategies to enhance customer loyalty and retention.

5. Record Keeping:
• Maintain accurate records of customer interactions and transactions in the company’s CRM system.
• Generate reports on customer engagement and satisfaction as required.

6. Product Knowledge:
• Stay updated on automotive repair services, pricing, specials, and company policies to provide accurate information to
customers.

7. Personal (Owner’s) Brand Representation:
• Act as the owner’s representative on social media, engaging with contacts through direct messages, liking, sharing posts,
and posting on their timelines for occasions like birthdays, anniversaries, and business milestones

Qualifications:

• High school diploma or equivalent; some college coursework or a degree is a plus.
• Previous experience in providing high-level customer service in automotive or a related field.
• Strong communication skills, both written and verbal.
• Proficiency in using text messaging, email, and customer service software.
• Exceptional problem-solving abilities and customer-centric mindset.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Knowledge of automotive repair industry terminology is beneficial.