CSR / Customer Experience Rep

Customer Experience Owner

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 the kind of person who lights up a room. 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.

This is not a receptionist role. This is the voice and face of our shop.

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
• Coordinate photo/video updates with the production team
• Manage review requests at vehicle delivery
• Maintain accurate customer notes and follow-up schedules in our system
• Be the bridge between the shop floor and the customer

What We're Looking For:

• 2+ years in a customer-facing role (hospitality, retail, BDC, medical front office all relevant)
• Strong phone presence and written communication
• Organized, self-motivated, follows systems
• Comfortable with CRM/texting platforms and basic tech
• Positive, high-energy, team-first attitude
• 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, CSI scores, and review volume
• Paid time off, stable schedule, team-oriented environment

To Apply: Tell us about a time you turned a frustrated customer into a raving fan. Applications without this answer will not be reviewed.