Job Title: Customer Service and Operations Specialist (Call Center)
Job Description:
We are seeking a dedicated and detail-oriented Customer Service and Operations Specialist to join our team. This role involves managing new and pending opportunities, following up on no-shows, and improving customer engagement and satisfaction. The ideal candidate will have excellent communication skills and a proactive approach to problem-solving. This is a remote (work from home) position full time Monday through Friday. MUST HAVE PREVIOUS CALL CENTER EXPERIENCE
Key Responsibilities:
Manage New and Pending Opportunities: Track and follow up on new and pending opportunities to ensure timely resolution.
Manage inbound and outbound call activity: Work within inbound and outbound call que related to customer opportunities
Follow Up on No-Shows: Contact customers who missed appointments to understand their reasons and reschedule as needed.
Analyze No-Show/Cash-Out Reasons: Investigate and document reasons why customers are not staying with us to identify areas for improvement.
Validate Contact Information: Ensure customer contact information is accurate and up-to-date for effective communication.
Improve Opt-In Percentage: Develop strategies to increase customer opt-in rates for communications.
Assist Shops with Customer Requests: Provide support to shops, such as those in San Carlos, to enhance the customer experience.
Conduct Wellness Checks: Call customers in the middle of repairs to check on their satisfaction, especially in low-performing CSI (Customer Satisfaction Index) stores.
Virtual Assistance with Invoicing and Statements: Provide remote support for invoicing and statement processing.
Photo Estimating: Assist with photo estimating to streamline the repair process.
Qualifications:
Strong communication and interpersonal skills.
Bilingual English-Spanish required
Must have previous call center experience
Ability to work independently and manage multiple tasks.
Proficiency in using customer relationship management (CRM) software. Excell, Outlook and CCC
Attention to detail and strong organizational skills.
Experience in customer service or a related field is preferred.
Location: Virtual – remote work from home
Employment Type: full time – Monday through Friday
Benefits: partially paid medical, dental, vision, life insurance; matching 401(k) after 6 months; 10 days PTO; major holidays