Customer Relationship Manager

Job Description: Hospitality & Customer Care Specialist

Location: HEART Certified Auto Care - Northbrook
Position Type: Full-Time

About the Role

HEART Certified Auto Care is seeking a warm, people-centered Hospitality & Customer Care Specialist to serve as the first point of contact for our guests. This role is rooted in hospitality-providing a memorable, friendly, and seamless customer experience every time someone contacts or visits our shop.

While the primary work location is Northbrook , this role also supports company-wide customer follow-up efforts and quality assurance initiatives using our AppFueled callback system.

If you are upbeat, organized, and passionate about serving others, this may be the perfect role for you.

Key Responsibilities1. Guest Experience & Phone Support

• Serve as the friendly first point of contact for all incoming calls.
• Ensure calls are answered promptly, professionally, and with HEART's unique hospitality tone.
• Direct calls to the appropriate team members or departments as needed.
• Provide basic information on services, scheduling, and shop processes.
• Support front-of-house flow by greeting in-person guests when necessary.

2. Callback Program Execution (AppFueled System)

• Own and manage HEART's callback and follow-up process across all locations.
• Use AppFueled to track, complete, and document all callbacks daily.
• Follow up with customers after service visits to ensure satisfaction, answer questions, and identify opportunities for improved experiences.
• Notify managers of any escalated concerns or feedback requiring attention.
• Maintain high callback completion rates and contribute to HEART's reputation for exceptional customer communication.

3. Communication & Relationship Building

• Build rapport and trust with customers through friendly, consistent communication.
• Gather and document feedback to improve service quality and team performance.
• Represent HEART's values of transparency, integrity, and guest-centered care.

4. Administrative Support

• Assist with light administrative tasks such as message taking, note entry, and communication handoffs.
• Work closely with service advisors and managers to ensure accurate customer records.
• Keep the front desk and phone system organized and running smoothly.

Skills & Qualifications

• A naturally friendly, welcoming, and patient communication style.
• Strong phone presence and clear verbal communication.
• Highly organized with the ability to manage multiple ongoing callbacks.
• Comfortable using software tools (training provided for AppFueled).
• Able to remain calm and positive in a fast-paced shop environment.
• Prior hospitality, customer service, or front desk experience preferred.
• Automotive industry experience is a plus but not required.

Success Looks Like:

• Every phone call is answered with warmth, confidence, and professionalism.
• Callback completion is consistently high, with timely daily follow-through.
• Customers feel cared for, heard, and appreciated after every interaction.
• Service advisors and managers feel supported by excellent communication and accurate notes.
• HEART's culture of hospitality is strengthened through your presence and consistency.

Why Join HEART?

HEART Certified Auto Care is a mission-driven company focused on creating exceptional customer experiences and fostering a team environment built on integrity, kindness, and growth. We believe hospitality is the heart of our business-and this role is essential to that mission.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance

Experience:

• Hospitality: 1 year (Required)

Work Location: In person