CSR / Customer Experience Rep

Customer Service Representative

Fix Auto Houston is one of Houston's premier collision repair shops. We do approximately $6M in annual repairs and we take pride in doing the job right for the vehicle and for the customer. We're growing and we need someone who can own the customer experience from the first call to the final review.

You are an experienced customer service professional who knows how to make people feel taken care of. You follow through without being asked. You remember names. You check in before someone has to ask. You genuinely care whether someone had a good experience and it shows in everything you do.

This is not an entry-level position. This is not a receptionist role. This is the voice and face of our shop and we need someone who has done this before and done it well.

If you have less than 3 years of direct, in-person customer-facing experience, have worked primarily remote, or have had difficulty maintaining long-term employment, this role is not the right fit.

What You'll Own

• Answer inbound calls and convert them into booked estimate appointments
• Follow up with every lead that doesn't book on first contact
• Keep customers updated throughout their repair proactively, not reactively
• Follow up on unsold estimates and unconverted leads
• Coordinate photo and video updates with the production team
• Manage review requests at every vehicle delivery
• Process retail customer payments
• Maintain accurate customer notes and follow-up schedules in our system
• Be the bridge between the shop floor and the customer

What We Require

• Minimum 3 years in a high-volume, in-person customer-facing role hospitality, medical front office, automotive BDC, or retail management
• Proven tenure we value people who commit, grow, and stay
• Confident and professional phone presence this is a phone-heavy role and comfort on calls is non-negotiable
• Comfortable with CRM tools, texting platforms, and basic technology
• Organized, self-directed, and accountable without daily supervision
• Able to work on-site Monday through Friday this is not a remote or hybrid position
• Bilingual English/Spanish is a strong plus in our market

What You'll Earn

• Base: $18$22/hr depending on experience
• Performance bonus tied to booked estimates, Google review volume, and retail customer development
• PTO after one year of service
• 401k with match after 180 days through ADP
• Stable schedule, strong team culture, long-term opportunity for the right person