You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
Responsible for triaging inbound and outbound follow up with clients, ensuring timely and effective resolution of inquiries and requests.
Answer phone calls, manage inbound chat inquiries, and handle all pre-appointment communication to ensure a seamless customer experience.
Maintain proactive, professional, and courteous communication with clients at all stages of the service journey.
Manage and communicate with the driver team to ensure timely pickup and delivery of client vehicles, keeping all parties informed and aligned.
Communicate promptly with clients in the event of any delays, providing clear updates and next steps.
Proactively obtain and verify information from clients to expedite appointment turnaround time and improve service efficiency.
Manage and update the CRM list of past, current, and prospective clients, ensuring data accuracy and supporting effective client outreach.
Manage outreach to existing clients to bring them back in after service reminders and encourage repeat engagement.
You are expected to deliver service excellence and maximize customer satisfaction by anticipating client needs and providing proactive solutions.
Collaborate with internal teams to identify and recommend process improvements that enhance customer experience and operational effectiveness.

Curious and authentic, just like us! #beboldr
An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction
At least a bachelor’s degree in any field you’re passionate about!
3 years of customer service experience preferably from automotive, hospitality or retail industry (may it be email, phone, or chat support).
Previous experience supporting SaaS products.
Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
Excellent reading comprehension, and verbal, and written communication skills.
Strong and effective phone contact handling skills.
An ability to understand and communicate complex ideas to customers, both verbally and in written form.
Knowledge and experience with Intercom CRM is a plus.
Aptitude to quickly learn and navigate new technology, systems, and applications.
The ability to accept feedback gracefully and with an open mind.
Intermediate understanding of common Customer Experience best practices.
Customer orientation and ability to adapt/respond to different types of characters.

Senior Customer Advocate

Key skills