Customer Service Agent

AutoSavvy•Woods Cross, UT

6d•Onsite

About The Position

AutoSavvy is seeking a responsive, organized Customer Service Agent to support customers with service questions, appointments, updates, and follow-up. The role is responsible for customer communication and administrative follow-up for assigned locations, working closely with the service team to keep customers informed and ensure follow-up items and required documentation are handled accurately and promptly. The agent responds to customer calls and messages, coordinates service appointments, documents customer and vehicle information, and helps move service, refund, and goodwill requests through the appropriate processes. Success includes timely customer responses, daily follow-up on vehicles in service, accurate records in AVA, appointments scheduled in CDK, and prompt handling of refund and goodwill requests once documentation is complete. Assigned calls, messages, opportunities, and follow-up items must be addressed and documented in the appropriate systems. Additional duties may be assigned. This is a full-time, onsite position in Woods Cross, Utah, with a Monday–Friday schedule from 8:00 AM to 5:00 PM. Starting pay is $20 per hour.

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.
Ability to use multi-factor authentication apps on a cell phone.
Strong written and verbal communication skills.
Customer-focused approach and ability to handle questions patiently and professionally.
Excellent interpersonal, negotiation, and conflict-resolution skills.
Excellent organization, attention to detail, and ability to manage calls, messages, appointments, and open requests while meeting response timelines.
Ability to motivate and manage yourself and prioritize tasks.
Ability to work collaboratively with service teams and communicate customer concerns clearly.
Ability to act with integrity, professionalism, and confidentiality.
Proficiency with Microsoft Office Suite or related software.
Must be at least 18 years of age.
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 by 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 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 and follow up daily with customers whose vehicles are in a shop or at a sublet repair facility.
Create and maintain customer opportunities in DealerSocket as appropriate and complete the Customer Satisfaction Index (CSI) follow-up process.
Accurately record customer interactions and follow-up results, and share customer concerns with the appropriate service team member.
Enter customer, vehicle, and other required information in AVA to initiate claims; keep records current and document service-related vehicle updates and follow-up notes.
Schedule customer service appointments in CDK, maintain accurate appointment and customer details, and communicate appointment information to service team members.
Access digital deals as needed to support customer service and administrative processes.
Submit customer refund requests, track them through resolution, gather and submit required documentation, and keep customers informed of status and next steps.
Process refund requests within 24–48 hours after required documentation is complete.
Collect completed goodwill forms when required, confirm required documentation is in place before approval-dependent repairs or refunds proceed, and 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.
Collect required customer documentation and address and document assigned calls, messages, opportunities, and follow-up items in the appropriate systems.