Customer Service Agent

About AutoSavvy

At AutoSavvy, we work to make the vehicle ownership experience straightforward and supportive for our customers. We’re looking for a responsive, organized Customer Service Agent to help customers navigate service questions, appointments, updates, and follow-up.

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Position Overview

The Customer Service Agent is responsible for customer communication and administrative follow-up for assigned locations. You’ll respond to calls and messages, coordinate service appointments, document customer and vehicle information, and help move service, refund, and goodwill requests through the appropriate processes.

This role works closely with the service team to keep customers informed and ensure that follow-up items and required documentation are handled accurately and promptly.

Compensation:

- Starting at $20 and hour

Schedule:

- Monday – Friday only

- 8:00 AM – 5:00 PM

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Key Responsibilities:

Customer Communication and Service Coordination

- 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 customers with repair-status updates, next steps, and other relevant information.

- 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.

DealerSocket Follow-Up

- Create and maintain customer opportunities in DealerSocket as appropriate.

- Complete Customer Satisfaction Index (CSI) follow-up process.

- Record customer interactions and follow-up results accurately.

- Share customer concerns with the appropriate service team member to support resolution.

AVA Customer and Vehicle Records

- 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.

Appointments and Administrative Support

- Schedule all customer service appointments in CDK and maintain accurate appointment and customer details.

- Communicate appointment information to the appropriate service team members.

- Access digital deals as needed to support customer service and administrative processes.

Refund and Goodwill Requests

- Submit customer refund requests through the appropriate process and track them through resolution.

- Gather and submit required documentation, and keep customers informed about refund 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 that 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. Notify customers of approval or denial within 24–48 hours.

What You’ll Bring

- Strong written and verbal communication skills.

- A customer-focused approach and the ability to handle questions with patience and professionalism.

- Excellent organization and attention to detail, especially when entering information and documenting follow-up.

- The ability to manage calls, messages, appointments, and open requests while meeting response timelines.

- Comfort learning and using customer relationship, service, and communication systems.

- The ability to work collaboratively with service teams and communicate customer concerns clearly.

How Success Is Measured

Success in this role includes timely responses to customer inquiries, daily follow-up on vehicles in service, complete and accurate records in AVA, appointments scheduled in CDK, and prompt handling of refund and goodwill requests once documentation is complete.

The CSA 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.

Benefits:

- Comprehensive Benefits : Medical, Dental, and Vision coverage, HSA match, TelaDoc, Pharmacy Discount Programs, and Employer paid Life Insurance

- Employee Assistance Program : Free of charge for personal uses such as support and general resources

- Additional Perks : Pet Insurance, Gym Discounts, and an Employee Vehicle Purchase Program, Volunteer PTO Program

- Retirement Savings : Employer matching contributions

- Paid Time Off : Among the best PTO policies in the industry

Requirements:

- Valid driver’s license with acceptable driving record

- Ability to pass a background check

- Authorized to work in the United States

- Requirement of Multi-Factor Authentication apps on cell phone

Required Skills & Abilities:

- Ability to motivate and manage yourself

- Positive, outgoing, can-do attitude

- Excellent verbal and written communication skills

- Excellent interpersonal, negotiation, and conflict resolution skills

- Excellent organizational skills and attention to detail

- Ability to prioritize tasks and to delegate them when appropriate

- Ability to act with integrity, professionalism, and confidentiality

- Proficient with Microsoft Office Suite or related software

- CDK or Reynolds & Reynolds previous use is preferred

Required Experience:

- Previous customer service experience required

- Must be 18 years of age or older

Physical Requirements:

- The physical demands described within are representative of those that must be met by an employee to successfully perform. the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Must be able to lift up to 25 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels.

- Must be able to carry and transport up to 25 pounds up to 60 feet.

- Requires sitting for extended periods of time.

- Requires excellent visual acuity and manual dexterity. Must be able to type for extended periods of time.

- Requires being able to hear and speak with others in-person or on the phone.

Work Environment

- Onsite desk setup to assist in-person customers

AutoSavvy provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All offers of employment at AutoSavvy are contingent upon clear results of a thorough background check and motor vehicle report (MVR). Background checks and MVRs will be conducted on all final candidates offered employment. AutoSavvy participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

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