CSR / Customer Experience Rep

Fix Auto Houston • Houston, TX

23h • Onsite

About The Position

Fix Auto Houston is seeking a Customer Experience Representative to manage the customer journey from initial contact to final review. This role is crucial for maintaining the shop's reputation for quality repairs and excellent customer service. The ideal candidate will be the primary point of contact, ensuring customers are informed and satisfied throughout the repair process.

Requirements

• 2+ years in a customer-facing role (hospitality, retail, BDC, medical front office — all relevant)
• Strong phone presence and written communication
• Organized, self-motivated, follows systems
• Comfortable with CRM/texting platforms and basic tech
• Positive, high-energy, team-first attitude

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
• Coordinate photo/video updates with the production team
• Manage review requests at vehicle delivery
• Maintain accurate customer notes and follow-up schedules in our system
• Act as the liaison between the shop floor and the customer

Benefits

• Performance bonus tied to booked estimates, CSI scores, and review volume
• Paid time off
• Stable schedule
• Team-oriented environment

What This Job Offers

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