Customer Experience Specialist

Kinetic•Tempe, AZ

12d

About The Position

The Customer Experience Specialist is responsible for delivering a world-class customer experience while managing the vehicle intake process at a Kinetic Vision Center. This role serves as the primary point of contact for customers arriving for vehicle inspections, estimates, repair consultations, and insurance-related appointments. The coordinator guides customers through the Kinetic Vision process, documents vehicle damage, captures critical repair information, facilitates electronic authorizations, and ensures all required information is collected to support estimating, repair planning, and insurance workflows. The ideal candidate combines exceptional customer service skills with a strong understanding of collision repair, insurance claims, and vehicle damage assessment.

Requirements

Excellent communication and presentation skills.
Ability to build rapport and instill trust with clients across all organizational levels.
Self-motivated, results-oriented, and capable of thriving in a dynamic environment.
Proven experience in customer success, software implementation, sales development, or technical support roles, preferably in the automotive repair, collision, or ADAS calibration industries.
Strong understanding of automotive software products, including CDK, CCC & Mitchell is a plus.
Excellent interpersonal and communication skills, with the ability to build strong customer relationships.
Problem-solving mindset with a proactive approach to identifying challenges and driving solutions.
Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
Proficiency in CRM software, particularly HubSpot or prior CRM systems and customer support tools.
Willingness to travel as required to meet clients and participate in industry events.
Valid driver’s license with a clean driving record; ability to pass a background check and MVR.

Nice To Haves

Strong understanding of automotive software products, including CDK, CCC & Mitchell is a plus.

Responsibilities

Welcome customers and create an exceptional first impression that reflects Kinetic's commitment to service excellence.
Schedule customer appointments and provide timely communication throughout the repair journey.
Verify customer contact information, insurance details, claim numbers, deductible information, and facts of loss.
Educate customers on the Kinetic Vision process and set clear expectations for the overall experience.
Assist customers with electronic authorizations, signatures, and all required documentation.
Answer customer questions related to repairs, insurance claims, diagnostics, and ADAS calibration services.
Conduct vehicle walk-arounds with customers to document existing damage and concerns.
Identify and document points of impact, visible damage, and customer-reported issues.
Capture customer concerns, repair objectives, and any additional information relevant to the repair process.
Operate the Kinetic Vision intake platform, including vehicle imaging, photo capture, and digital documentation.
Ensure all required photos, scans, and documentation meet company quality standards.
Verify VIN information, vehicle options, and other repair-related vehicle details.
Maintain complete, accurate, and organized vehicle records throughout the intake process.
Prepare complete and accurate intake files for estimating and repair planning teams.
Review all vehicle documentation to ensure completeness, accuracy, and readiness for estimate creation.
Identify potential repair, scanning, diagnostic, and calibration opportunities based on vehicle damage and OEM requirements.
Support estimate scheduling and coordinate repair planning activities with internal teams.
Communicate effectively with insurance carriers, repair facilities, and internal stakeholders to ensure a seamless repair experience.
Maintain proactive communication with customers throughout the intake and repair planning process.
Educate customers on repair timelines, next steps, and the overall repair journey.
Resolve customer concerns with professionalism, empathy, and a customer-first mindset.
Coordinate appointment confirmations, status updates, and follow-up communications to deliver an exceptional customer experience.