Customer Service Representative - $15.50/hr

Solera•Jacksonville, FL

23h•$16

About The Position

Aftermarket Customer Support Specialist Who We Are Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com. The Role The Aftermarket Customer Support Specialist supports Solera’s new Aftermarket Business Unit, delivering high-quality service to repair facilities, collision centers, and automotive partners. This role is responsible for managing inbound and outbound communications, resolving inquiries, supporting program participation, and ensuring a seamless experience across all partner touchpoints. This position plays a critical role in strengthening shop relationships, protecting partner retention, and driving operational excellence. The ideal candidate is detail-oriented, highly responsive, and skilled in both consultative and service-based call handling. They demonstrate strong probing skills, active listening, empathy in escalated situations, and the ability to professionally de-escalate concerns while maintaining composure and positivity.

Requirements

1–3+ years of experience in a call center, customer support, automotive services, or related environment.
Proven experience handling both inbound and outbound call functions.
Strong multitasking ability across multiple applications and systems.
Exceptional verbal communication skills with professional tone and clarity.
Demonstrated ability to handle escalated situations with composure and empathy.
Detail-oriented with strong documentation and data-entry accuracy.
Ability to adapt quickly in a fast-paced, metric-driven environment.
One to three years of customer service experience (call center or dealership experience preferred).
High school diploma or equivalent.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Successful completion of a background check and drug screening.

Nice To Haves

Experience supporting automotive, repair, or collision environments preferred but not required.

Responsibilities

Serve as the primary point of contact for inbound and outbound calls supporting repair shops and collision centers within the Aftermarket division.
Professionally manage high call volumes while maintaining quality, accuracy, and efficiency standards.
Apply consultative questioning and probing techniques to fully understand shop needs and identify appropriate solutions.
Demonstrate active listening skills and empathy, especially during escalated interactions, and effectively de-escalate challenging situations.
Maintain strong vocal presence, positive inflection, and professional communication etiquette on every interaction.
Navigate multiple systems simultaneously (CRM platforms, call center dialer systems, internal knowledge bases, and partner portals).
Document interactions thoroughly and accurately in CRM systems to ensure data integrity and continuity.
Collaborate cross-functionally with Operations, Quality Assurance, Workforce Management, Client Services, and Training teams to resolve complex cases.
Follow structured call flows while personalizing interactions to build trust and rapport with shop partners.
Solicit and capture valuable partner feedback to support continuous improvement initiatives.
Meet or exceed KPIs including contact rate, response time, quality assurance scores, schedule adherence, and customer satisfaction metrics.
Maintain strong attention to detail when processing requests, documenting cases, and handling follow-up communications.
Demonstrate urgency and responsiveness in follow-up commitments and case resolution timelines.
Participate in ongoing training, coaching, and performance development programs.