Customer Experience Associate

About Crash Champions

Crash Champions is one of the fastest-growing and most exciting brands in the industry, operating as the largest founder-led multi-shop operator (MSO) of high-quality collision repair services in the U.S. With over 650 state-of-the-art locations in 38 states, the company also manages the growing Crash Champions LUXE | EV Certified brand for highline and luxury EV repair. Founded in 1999 by industry veteran Matt Ebert, Crash Champions maintains a vision anchored by the "People First" belief, committing to superior collision repair service. Welcome to Crash Champions. We Champion People.

Position Summary: Customer Experience Associate

The Customer Experience Associate is responsible for expertly scheduling customer appointments for collision repair and estimates, strictly adhering to all internal and external Standard Operating Procedures (SOPs). This pivotal role directly contributes to delivering a consistent, best-in-class customer experience throughout the entire vehicle repair journey.

This position thrives in a high-volume, performance-driven call center environment, necessitating the ability to skillfully manage a large influx of inbound and outbound customer interactions. Success in this role demands unwavering professionalism, deep empathy, and meticulous accuracy. As a fully remote position, a quiet, distraction-free workspace and reliable high-speed internet are essential.

Key Responsibilities

• Schedule customer appointments for collision repair and estimates following 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.

Schedule and Compensation

Shift: Monday–Friday, 10:30 AM–7:00 PM CST, with rotating Saturdays (8:00 AM–12:00 PM CST, subject to business needs).

Base Compensation: $17.50 per hour. This role also includes eligibility for monthly performance-based bonuses of up to $400, tied to key operational and customer experience metrics.

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.

Benefits

Crash Champions offers a comprehensive benefits package, subject to eligibility requirements and annual updates, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

The company is committed to providing competitive compensation, with actual offers based on factors like job-related knowledge, skills, experience, and relevant certifications. Compensation and benefits information is accurate as of the posting date and may be modified.

Key skills/competency

• Customer Service
• Call Center Operations
• Appointment Scheduling
• Customer Experience (CX)
• Active Listening
• Problem Solving
• Multitasking
• CRM Software
• Communication Skills
• Data Entry