Job Description
Job Description
Job Title: Contact Center Customer Experience Specialist
Department: Contact Center / Customer Experience
Reports To: Contact Center Manager
Travel Required: Occasional (as needed for site support or training)
Position Overview:
As a Contact Center Customer Experience Specialist at VIVE Collision, you will play a key role in delivering outstanding service to customers across all markets. You will support inbound inquiries and make outbound calls to convert estimates into completed repairs—helping improve our lead conversion and customer satisfaction. Your efforts will directly support our goal of providing a seamless, empathetic, and informed customer experience.
Key Responsibilities:
Customer Engagement & Service Execution
- Provide professional, courteous, and solution-focused support to customers via phone, email, or text.
- Serve as the first point of contact for inbound inquiries, including questions about estimates, repairs, scheduling, and service expectations.
- Assist customers in understanding their estimates and the repair process, ensuring clarity and confidence in the services provided.
- Proactively follow up on pending estimates and leads through outbound calls to encourage repair approvals and conversions.
- Maintain detailed documentation of all customer interactions and follow-ups in the CRM system.
Sales-Oriented Communication & Conversion Support
- Use service-minded sales techniques to convert leads into repair orders by building trust and clearly communicating value.
- Track and manage daily follow-up activity, ensuring timely outreach and consistent customer engagement.
- Identify and communicate any recurring objections or customer concerns to the Call Center Manager to support process improvement.
Collaboration & Operational Support
- Collaborate with team members and in-shop staff to ensure scheduling accuracy, timely repair updates, and a smooth customer handoff.
- Support the Call Center Manager with feedback on customer trends and challenges to help optimize communication strategies.
- Assist in estimating workflows when coverage gaps or high volumes require additional support.
Technology & Compliance
- Navigate call center tools, CRM systems, and estimating platforms with accuracy and efficiency.
- Follow documentation standards and ensure compliance with internal procedures and insurance partner requirements.
- Monitor key performance indicators (KPIs) such as call activity, response times, and conversion rates to support team goals.
Performance Metrics:
- Outbound call volume and follow-up completion
- Lead conversion and estimate-to-repair capture rate (%)
- First-call resolution and average response time
- Call quality and documentation compliance
Qualifications & Skills:
- 2+ years in a customer service, sales, or call center role (automotive or collision repair preferred)
- Experience working within CCC systems required
- Customer-first mindset with strong communication and interpersonal skills
- Ability to stay organized and manage multiple tasks in a fast-paced environment
- Sales-minded with a passion for delivering value through service
- Proficient in Microsoft Office, CRM systems, and call center technologies
- Problem-solving skills and adaptability to handle a variety of customer scenarios