Customer Ambassador

Job Description

Job Description

Salary : $20 per hour and up depending on qualifications and experience

Customer Ambassador Better Collision

Position Summary

The Customer Ambassador serves as the face of Better Collision at the store level, dedicated to delivering a world-class customer experience from the moment a client walks in to well after their vehicle is repaired. This role focuses on in-person customer engagement and proactive communication, with minimal administrative overhead. By warmly greeting customers, providing regular status updates, and ensuring post-repair satisfaction, the Ambassador helps turn a stressful accident repair process into a positive experience, ultimately creating lifelong Better Collision promoters. The Customer Ambassador serves as the customers advocate on-site, coordinating with the service team to uphold Better Collisions high standards of precision, accuracy, and excellence in every interaction.

Key Responsibilities

• Greet customers warmly in person and by phone, using their name and expressing empathy for their situation.
• Maintain consistent communication throughout the repair process with scheduled phone updates (at least twice per week) and milestone updates using CCC / Carwise.
• Document all communications in the CCC system via the "Contact Customer" tool.
• Assist customers during drop-off and pickup, ensuring all paperwork is prepared and questions are answered.
• Coordinate closely with Service Advisors to stay informed on vehicle status and assist in scheduling or delivery confirmation.
• Ensure customer communication preferences are honored and updated.
• Support post-repair follow-up by confirming satisfaction and reminding customers to complete CSI surveys.
• Review CSI reports and follow up with non-respondents within 2 business days.
• Escalate unresolved customer issues promptly to the General Manager or Service Advisor.

Tools and Systems Used

Performance Metrics

50%)

Reporting Structure

Reports to the General Manager. Collaborates closely with Service Advisors and other front-of-house staff. This is a store-specific, customer-facing, individual contributor role with no direct reports.

Required Skills and Experience

Workplace Expectations