Customer Experience Representative

About the Job

A&B Import Auto - Customer Experience Representative (4 Day Work Week)

1943 E Lincoln Ave, Fort Collins, CO 80524, USA • Full-time

About the Job

Join our growing team at A&B Import Auto!

A&B Import Auto has proudly served Northern Colorado for over 40 years. In the past several years, we've continued to grow our team, facility, and production capacity while expanding from our European and Japanese roots into servicing all makes and models.

We're looking for an enthusiastic Customer Service Representative (CSR) who wants to build a career from the ground up.

For the right person, this role can be an entry point into a long-term career in automotive service, including opportunities to grow into higher-level customer service, service advising, training, leadership, or other roles within A&B.

We Look Out for Our Team:

We offer:

• Consistent scheduling - Know your schedule and enjoy predictable time away from work.
• 4-day work weeks - work an average of 4 days per week and 3 day weekends with our rotating schedule
• PTO - Paid vacation, sick time, and generous holidays throughout the year.
• Retirement plan - Optional 401(k) matching program.
• Insurance - Low-deductible health insurance, dental, and vision available.
• Continued growth - Regular training, coaching, and opportunities to develop new skills.
• Career advancement - We strongly prefer developing talented people internally as our company grows.
• Great work environment - Join a team committed to creating a productive, positive, drama-free workplace.

Our Service Philosophy & Fundamentals

A&B's 27 core values center around Integrity, Teamwork, Excellence, and Performance.

We believe great automotive service starts with taking care of people. Customers should feel welcomed, heard, informed, and confident that our team is working in their best interest.

Our CSR is often one of the first people a customer interacts with, making this role an important part of the customer experience.

Curious about our fundamentals? See a brief overview here: bit.ly/abvalues

What You'll Do:

As a Customer Service Representative, you'll support our service team by helping customers and keeping our front-office processes moving smoothly.

Responsibilities may include:

• Answering incoming phone calls professionally and enthusiastically.
• Greeting customers and helping create an excellent first impression.
• Scheduling appointments according to A&B's scheduling processes.
• Gathering accurate customer and vehicle information.
• Making outbound calls and following up with customers as needed.
• Keeping customers updated and routing questions to the appropriate team member.
• Assisting Service Advisors with administrative and customer-service tasks.
• Maintaining accurate information in our shop management and customer systems.
• Following established processes, scripts, checklists, and communication standards.
• Helping keep the front office organized and customers taken care of during busy periods.

What We're Looking For:

The most important qualities for this position are attitude, customer service ability, and coachability.

We expect applicants to:

• Genuinely enjoy helping people.
• Communicate warmly and professionally in person and over the phone.
• Be highly coachable and willing to receive frequent feedback.
• Follow established processes closely and consistently.
• Ask questions when they don't understand something rather than guessing.
• Be dependable and follow through on commitments.
• Stay organized while handling multiple customer needs at once.
• Work well as part of a team.
• Care about doing things correctly, even when the shop is busy.
• Be interested in learning and improving over time.

Automotive experience is not required.

In fact, we're comfortable teaching automotive knowledge to someone who already has the right attitude, work ethic, and customer-service instincts.

Required Job Skills:

• Strong verbal communication skills.
• Professional phone etiquette.
• Basic computer proficiency and ability to learn new software.
• Organization and attention to detail.
• Time management.
• Ability to follow written and verbal procedures.
• Willingness to learn, practice, and accept coaching.

Who Will Do Well Here:

You may be a great fit if you've worked in:

• Hospitality
• Restaurants
• Retail
• Customer service
• Front desk or reception
• Call centers
• Banking
• Sales support
• Other fast-paced, customer-facing environments.

We're especially interested in people who have demonstrated excellent customer service and now want an opportunity to learn a skilled profession and grow with a company.

Compensation & Benefits:

• Competitive salary + bonus plan.
• Opportunities for advancement as skills and responsibilities grow.
• Paid training provided.
• Store discounts.
• Health, dental, and vision insurance.
• Retirement plan with available matching.
• Paid time off and holidays.
• Paid training and professional development.

Benefits waiting periods may apply. Benefits are available to full-time employees only.