External Customer Support Coordinator

Who we are:

We are Shop Fix Academy! We are a business consulting company for Auto Repair Shops. Our mission is to set Auto Repair Shop owners up for success; to give freedom and confidence to become the businessman/woman they were always meant to be. Our motto is “Change the owner, change the shop,” and that’s exactly what we do; we make a real difference in people’s lives. We are more than just a coaching company that gives business advice and guidance. We lead, encourage, and inspire people to find their inner leader as individuals and owners.

An External Customer Support Coordinator directly interacts with auto shop owners (clients) who are receiving coaching services, focusing on providing support, troubleshooting issues, and ensuring customer satisfaction. Their role centers around ensuring that clients have the best possible experience throughout the coaching program by handling support inquiries, resolving problems, and delivering a positive customer experience for those utilizing the company's products or services.

Schedule: During the probationary period, full on-site work will be required. After a successful probationary period, a hybrid schedule will be put in place to include two work-from-home days per week.

• Customer Interaction: Directly communicates with customers via phone, email, live chat, or social media.
• Issue Resolution: Works to resolve customer complaints, concerns, and issues by providing solutions or escalating them to appropriate departments.
• Product Knowledge: Requires in-depth knowledge of the company’s products or services to provide accurate support and troubleshooting.
• Feedback Collection: Gathers customer feedback to help improve the company’s offerings and customer experience.
• Documentation: Maintains detailed records of customer interactions, complaints, and resolutions for future reference.

• Client Onboarding and Communication:
• Onboarding New Clients: Guide new auto shop owners through the process of getting started with the coaching program. This includes introducing them to available resources, setting expectations, and explaining the benefits of the coaching process.
• Client Queries and Troubleshooting: Address any concerns or issues the shop owners have about the coaching program, tools, or services. This could involve answering questions about the coaching curriculum, scheduling, or platform issues.
• Regular Check-Ins: Maintain regular communication with clients to check on their progress, gather feedback, and ensure they are benefiting from the coaching.
• Provide Additional Resources: Direct clients to any additional resources (e.g., guides, templates, webinars) that may help them better implement the lessons learned during coaching.
• Problem-Solving and Feedback Collection:
• Coaching Content Issues: If a client encounters issues with the content (e.g., they don't understand a certain concept or tool), the external coordinator would help clarify or escalate the issue for resolution.
• Address Client Concerns: If a client feels they’re not getting the value they expect or if there are gaps in the coaching process, the external coordinator would act as the liaison between the client and the internal team to find a solution.
• Support During Workshops/Events:
• Event Coordination: The external coordinator would assist in sharing event information, registering clients, and be the go to for any questions, concerns, or issues during the event - ensuring quality member support.
• Customer Experience: Ensure the client experience during these events is smooth and professional, addressing any issues that arise on-site or online.
• Progress Tracking and Reporting:
• Monitor Client Success: Track client progress and milestones during the coaching process. Regularly report back to the internal team about any clients struggling with the content or not meeting their goals.
• Customer Satisfaction: Collect feedback to assess how well the coaching is meeting the clients’ needs and provide suggestions for improvement.

• Strong communication and interpersonal skills.
• Listens to clients with intent to understand, not just to hear.
• Familiarity with customer relationship management (CRM) software. 
• Proven ability to manage customer expectations effectively.
• Must be a team player. Works well with others. Plays well with others. Silliness may sporadically occur.
• Must be a people person and enjoy building relationships. This is a family-like environment. But save the drama for your mama. Ain’t nobody got time for that.
• Strong organization and time management skills- someone who tip toes along the line of detail oriented and goes with the flow.
• Coachable- listens to and implements advice. We’re in the business of making people better. That includes our employees.
• Listen patiently and empathetically, but let gossip fall on deaf ears. Don’t let it leave your lips either.
• Ability to go with the flow as things change fast and often. Just stay cool.
• Someone with a “go getter” attitude that allows actions to speak louder than words.

• A lively work environment, with live events, and a dynamic client base.
• Opportunities for growth and advancement – we love seeing our team members succeed!
• Health, dental, and vision insurance
• Retirement with company match
• Christmas club program with company match
• Company-paid life insurance and long-term disability
• Short-term disability
• Critical illness and accident coverage
• Employee Assistance Program
• Paid time off
• Paid holidays

Shop Fix Academy is proud to be an Equal Opportunity Employer and welcome everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.