CSR / Customer Experience Rep

Fix Auto Houston • Houston, TX

8d • Onsite

About The Position

Fix Auto Houston is seeking an experienced customer service professional to own the customer experience from the first call to the final review. This role is crucial as the voice and face of the shop, requiring someone who genuinely cares about customer satisfaction and has a proven track record in direct, in-person customer-facing roles. This is not an entry-level or receptionist position, but a key role for someone with significant customer service experience.

Requirements

• Minimum 3 years in a high-volume, in-person customer-facing role — hospitality, medical front office, automotive BDC, or retail management
• Proven tenure — we value people who commit, grow, and stay
• Confident and professional phone presence — this is a phone-heavy role and comfort on calls is non-negotiable
• Comfortable with CRM tools, texting platforms, and basic technology
• Organized, self-directed, and accountable without daily supervision
• Able to work on-site Monday through Friday — this is not a remote or hybrid position

Nice To Haves

• Bilingual English/Spanish is a strong plus in our market

Responsibilities

• Answer inbound calls and convert them into booked estimate appointments
• Follow up with every lead that doesn't book on first contact
• Keep customers updated throughout their repair — proactively, not reactively
• Follow up on unsold estimates and unconverted leads
• Coordinate photo and video updates with the production team
• Manage review requests at every vehicle delivery
• Process retail customer payments
• Maintain accurate customer notes and follow-up schedules in our system
• Be the bridge between the shop floor and the customer

Benefits

• Performance bonus tied to booked estimates, Google review volume, and retail customer development
• PTO after one year of service
• 401k with match after 180 days through ADP
• Stable schedule
• Strong team culture
• Long-term opportunity for the right person

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed