Customer Service Agent

AutoSavvy • Albuquerque, NM

6d • Onsite

About The Position

AutoSavvy is seeking a responsive, organized Customer Service Agent to help customers with service questions, appointments, updates, and follow-up. The role is responsible for customer communication and administrative follow-up for assigned locations. The agent responds to calls and messages, coordinates service appointments, documents customer and vehicle information, and helps move service, refund, and goodwill requests through the appropriate processes. The position works closely with service teams to keep customers informed and ensure follow-up items and required documentation are handled accurately and promptly.

The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Compensation starts at $20 per hour. Success is measured by timely responses, daily follow-up on vehicles in service, accurate AVA records, appointments scheduled in CDK, and prompt handling of refund and goodwill requests after documentation is complete. The agent is accountable for customer communication, appointment coordination, administrative follow-up, and collecting required customer documentation. Assigned calls, messages, opportunities, and follow-up items must be addressed and documented in the appropriate systems. Additional duties may be assigned.

Requirements

• Previous customer service experience.
• Valid driver’s license with an acceptable driving record.
• Ability to pass a background check.
• Authorized to work in the United States.
• Use of multi-factor authentication apps on a cell phone is required.
• Must be at least 18 years of age.
• Strong written and verbal communication skills.
• Customer-focused approach and ability to handle questions with patience and professionalism.
• Excellent interpersonal, negotiation, and conflict-resolution skills.
• Excellent organizational skills and attention to detail, especially when entering information and documenting follow-up.
• Ability to manage calls, messages, appointments, and open requests while meeting response timelines.
• Ability to prioritize tasks and delegate them when appropriate.
• Ability to motivate and manage yourself, with a positive, outgoing, can-do attitude.
• Ability to act with integrity, professionalism, and confidentiality.
• Comfort learning and using customer relationship, service, and communication systems.
• Proficiency with Microsoft Office Suite or related software.
• Ability to work collaboratively with service teams and communicate customer concerns clearly.
• Ability to lift up to 25 pounds independently, carry and transport up to 25 pounds up to 60 feet, sit for extended periods, and type for extended periods.
• Excellent visual acuity and manual dexterity, and ability to hear and speak with others in person or on the phone.

Nice To Haves

• Previous use of CDK or Reynolds & Reynolds.

Responsibilities

• Respond to customer inquiries through AI-assisted texting and phone calls.
• Answer and return calls for assigned locations and follow up on outstanding customer questions.
• Use service team notes in AVA to provide repair-status updates, next steps, and other relevant information to customers.
• Identify customer needs and document potential service opportunities in the appropriate systems.
• Respond to customer inquiries within 24–48 hours.
• Follow up daily with customers whose vehicles are in the shop or at a sublet repair facility.
• Create and maintain customer opportunities in DealerSocket as appropriate.
• Complete the Customer Satisfaction Index (CSI) follow-up process.
• Accurately record customer interactions and follow-up results.
• Share customer concerns with the appropriate service team member to support resolution.
• Enter customer, vehicle, and other required information in AVA to initiate the claim process.
• Keep customer and vehicle information accurate and current.
• Document each service-related vehicle update and maintain clear communication and follow-up notes.
• Schedule customer service appointments in CDK and maintain accurate appointment and customer details.
• Communicate appointment information to appropriate service team members.
• Access digital deals as needed to support customer service and administrative processes.
• Submit customer refund requests through the appropriate process and track them through resolution.
• Gather and submit required refund documentation and keep customers informed about status and next steps.
• Process refund requests within 24–48 hours after all required documentation is complete.
• Collect completed goodwill forms when required and confirm necessary documentation is in place before a repair or refund requiring approval proceeds.
• Coordinate with the service team when documentation is missing.
• Submit complete goodwill requests promptly and notify customers of approval or denial within 24–48 hours.
• Address and document assigned calls, messages, opportunities, and follow-up items in the appropriate systems.

Benefits

• Medical, dental, and vision coverage.
• HSA match.
• TelaDoc.
• Pharmacy discount programs.
• Employer-paid life insurance.
• Employee Assistance Program at no charge for personal support and general resources.
• Pet insurance.
• Gym discounts.
• Employee Vehicle Purchase Program.
• Volunteer PTO Program.
• Employer matching contributions to retirement savings.
• Paid time off, described as among the best PTO policies in the industry.

What This Job Offers

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