Job Description

As an Engagement Coach I, you will be an integral part of our Operations team, ensuring a positive and efficient customer experience. Your primary responsibility will be to handle inbound calls, assist with appointment scheduling, and provide support for various customer inquiries. This role offers an opportunity to work in a fast-paced environment, where your sales background and customer service skills will shine.

• Answer inbound calls promptly and professionally, maintaining a friendly and upbeat tone.
• Assist customers with appointment setting, ensuring accurate and timely scheduling.
• Handle customer complaints with empathy and neutrality, taking detailed notes for further action.
• Provide accurate information on pricing for services such as tires and oil changes.
• Navigate multiple applications simultaneously while engaging with customers.
• Upsell additional products or services during calls, offering relevant recommendations.
• Build strong rapport with customers, ensuring a positive and memorable experience.
• Adhere to shift schedules, with the potential for shift bidding throughout the year.
• Maintain a high level of quality in all interactions, focusing on sales and customer satisfaction.
• Collaborate with the team to continuously improve processes and enhance customer engagement.

• A sales background or a willingness to learn and develop sales skills is essential.
• Excellent communication skills, with the ability to maintain a friendly and professional tone.
• Strong customer service orientation, focusing on empathy and rapport-building.
• Ability to navigate multiple applications and systems while engaging in conversations.
• Open to offering upsell items and providing relevant product recommendations.
• Neutral and empathetic approach when handling customer complaints.
• Basic knowledge of automotive services or a willingness to learn about pricing and offerings.
• Flexibility to work varying shifts, with a long-term commitment to the assigned shift.
• Strong organizational skills and attention to detail, especially when taking notes.
• A positive and enthusiastic attitude, with a passion for delivering exceptional customer experiences.