Customer Experience Associate I

As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company, which also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, services customers at more than 650 state-of-the-art locations in 38 states across the U.S. Crash Champions was founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert. For more than 25 years, our vision has been anchored by the belief that delivering superior collision repair service is about People First. Welcome to Crash Champions. We Champion People. 

The Customer Experience Associate I is responsible for scheduling customer appointments for collision repair and estimates while adhering to all internal and external Standard Operating Procedures (SOPs). This role supports the delivery of a consistent, best-in-class customer experience throughout the vehicle repair process.

This position operates in a high-volume, performance-driven call center environment and requires the ability to manage a large volume of inbound and outbound customer interactions while maintaining professionalism, empathy, and accuracy. The role is fully remote and requires a quiet, distraction-free workspace and reliable high-speed internet.

• →Schedule customer appointments for collision repair and estimates in accordance with 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

• 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