External Customer Support Coordinator

Job Description

Job Description

Who we are :

We are Shop Fix Academy! We are a business consulting company for Auto Repair Shops. Our mission is to set Auto Repair Shop owners up for success; to give freedom and confidence to become the businessman / woman they were always meant to be. Our motto is “Change the owner, change the shop,” and that’s exactly what we do; we make a real difference in people’s lives. We are more than just a coaching company that gives business advice and guidance. We lead, encourage, and inspire people to find their inner leader as individuals and owners.

An External Customer Support Coordinator directly interacts with auto shop owners (clients) who are receiving coaching services, focusing on providing support, troubleshooting issues, and ensuring customer satisfaction. Their role centers around ensuring that clients have the best possible experience throughout the coaching program by handling support inquiries, resolving problems, and delivering a positive customer experience for those utilizing the company's products or services.

Key Responsibilities :

• Customer Interaction : Directly communicates with customers via phone, email, live chat, or social media.
• Issue Resolution : Methodically work to resolve client complaints, concerns, and technical issues, providing effective solutions or escalating them to the appropriate internal teams when necessary.
• Product Knowledge : Requires in-depth knowledge of the company’s products or services to provide accurate support and troubleshooting.
• Feedback Collection : Actively gather client feedback to identify areas for improvement in our offerings and enhance the overall customer experience.
• Documentation : Maintains detailed records of customer interactions, complaints, and resolutions for future reference.

Day to Day Responsibilities :

Still Interested? Here’s What We’re Looking For :

Benefits (the good stuff!) :

Shop Fix Academy is proud to be an Equal Opportunity Employer and welcome everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.