Customer Experience Associate - Bilingual (English/Spanish)

Crash Champions

1d•Remote

About The Position

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.

Requirements

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
Fluent in Spanish and English required

Responsibilities

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