Customer Success Specialist

We are seeking clear, articulate, and customer-focused individuals to join our team as a Customer Care Specialist. In this role, you will act as a vital bridge between our automotive oil and tire change shop clients and their existing customers. This is strictly a non-sales role . You will make outbound calls to pre-established customer lists to follow up on recent service visits, address any deferred or recommended maintenance from their prior appointments, and assist them in scheduling their next routine oil change or tire service.

Additionally, you will participate in collaborative daily morning meetings with our clients to align on goals and maximize service quality. If you love speaking with people, possess exceptional organization skills, and thrive in a remote environment focused on service quality rather than sales quotas, this is the perfect position for you.

Key Responsibilities

- Proactive Customer Outreach: Place outbound calls via ConnectUC to our automotive clients' existing customer lists.
- Deferred Service Follow-Up: Review past customer records to gently remind vehicle owners of recommended or deferred services from their last visit (e.g., brakes, filters, alignment) and help them book those services.
- Service Appointment Scheduling: Guide vehicle owners through the calendar and successfully book or reschedule their upcoming oil changes, tire rotations, and maintenance appointments.
- Service Quality Feedback: Conduct brief follow-up check-ins to see how their last shop visit and service went.
- Client Collaboration: Participate in mandatory daily meetings with clients every morning to sync on expectations, feedback, and priorities.
- Information Logging & Documentation: Accurately document all communication notes, customer feedback, and appointment statuses in real-time within Steer and our team's shared Google Sheets.
- Brand Representation: Deliver a warm, professional, and empathetic communication experience that reflects positively on our automotive clients' brands.

Qualifications & Skills
- Experience: 1+ years of experience in a call center, customer service, or automotive service scheduling role is preferred.
- Technical Setup: Access to a reliable, high-speed internet connection and a quiet, distraction-free remote workspace.
- Software Familiarity: Experience using, or a strong ability to quickly learn, Steer CRM, ConnectUC, and Google Workspace (specifically Google Sheets) for collaborative data entry.
- Communication: Strong verbal communication skills with a clear, friendly phone presence and active listening capabilities.
- Attention to Detail: Ability to accurately capture text/data, review previous vehicle inspection notes, and cross-reference records across multiple digital platforms simultaneously.

Position Details
- Job Type: Full-Time
- Work Location: 100% Remote (Work from Home)
- Schedule: Monday to Friday. Hours may vary or shift based on the specific time zones of our automotive clients, starting with daily morning client meetings.
- Equipment: All necessary hardware and equipment (computer, headset, etc.) will be provided by the company.
- Compensation: $18-20/hour (Note: This is a stable hourly position, not commission-based).