The Fix Group Inc.

Customer Support

• Provides support to employees by resolving IT issues, managing internal requests, or addressing any internal system concerns.
• Acts as a liaison between departments to ensure smooth communication, resolve conflicts, and address concerns related to internal operations.
• Helps new coaches and assistant coaches understand and use internal systems or resources, including tools for customer service.
• Assists in identifying inefficiencies in internal workflows or processes and suggests improvements.
• Manages internal resources, like help desks or tools, to support company functions.
• Analyzes internal data and reports on support trends to improve internal processes and service delivery.
• Manage the internal resources and tools that the coaching team uses to deliver training. This could include customer relationship management (CRM) software, coaching platforms, webinar tools, and scheduling systems.
• Act as the bridge between the external support team and the coaching team. The internal coordinator communicates with coaches about client issues, content feedback, and improvements needed based on the external team’s reports.
• Manage the scheduling of coaching sessions and track registrations for events.
• Handle any internal issues related to the systems used for coaching, such as software bugs, user access problems, or scheduling conflicts. They would coordinate with IT or external vendors to resolve technical issues that may impact the coaching experience.
• Continuously work to improve internal processes for delivering coaching services more efficiently, such as streamlining onboarding, reducing response times, or automating scheduling and communication.
• Analyze client engagement and progress data, such as how often clients are attending coaching sessions, whether they’re completing assignments, or if they’re applying what they’ve learned. Share insights with external teams to help improve coaching or customer support strategies.
• Track key performance indicators (KPIs) for the business, such as client retention, satisfaction scores, or workshop attendance. This data can help refine the coaching program and internal processes.
• Act on feedback from the external team or clients to enhance coaching materials, customer service, or operations. This could mean adjusting the coaching schedule, offering additional support materials, or making operational improvements.
• Provide internal coaching staff with the support they need to deliver effective coaching to clients. This could involve arranging training for coaches, offering administrative support, and helping them with tools and resources.
• Ensure that all internal team members (e.g., coaches, content creators, support staff) are aligned in their approach and that there’s a consistent internal process to meet the needs of external customers (auto shop owners).

Internal Customer Support Coordinator

Account Executive

• Fill seats & secure hosts: Sell technician seats for ATG road classes and workshops and prospect, pitch, and sign host shops for open dates and target markets
• Create bundled offers for MSOs and shop groups (multi-seat and multi-date deals)
• Own your territory & pipeline: Build targeted call lists (shops, MSOs, distributors, parts stores, vendor partners)
• Run a proactive outreach cadence: calls, email, text, LinkedIn, and local visits
• Maintain accurate pipeline stages, notes, and forecasts in our CRM
• Partner with Marketing & Events: Coordinate geofenced and email campaigns, request localized creatives, and work with events team on room capacities, layout, AV, books, and logistics
• Close, confirm, and keep them coming back: Price, quote, and close seats and hosting agreements; drive show-up rate, re-book rate, and referrals; collect testimonials and case studies
• Travel to support market development and events (25-50%)

Mobile Training Sales Representative

• Directly communicates with customers via phone, email, live chat, or social media.
• Methodically work to resolve client complaints, concerns, and technical issues, providing effective solutions or escalating them to the appropriate internal teams when necessary.
• Maintain in-depth product/service knowledge to provide accurate support and troubleshooting.
• Actively gather client feedback to identify areas for improvement and enhance customer experience.
• Maintain detailed records of customer interactions, complaints, and resolutions.
• Guide new auto shop owners through onboarding: introduce resources, set expectations, outline coaching benefits.
• Address client queries about curriculum, scheduling, and platform technicalities; provide troubleshooting and escalate content issues.
• Maintain regular check-ins to monitor progress, gather feedback, and ensure coaching effectiveness.
• Provide resources (guides, templates, webinars) to help clients implement coaching lessons.
• Coordinate and support workshops/events: share information, register clients, assist on-site or online to ensure smooth customer experience.
• Monitor client progress and milestones; report struggling clients to internal team.
• Collect customer satisfaction feedback and recommend improvements to coaching offerings.

Customer Support Coordinator, External

• 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 Internal Customer Support Coordinator primarily works behind the scenes to ensure smooth business operations and the success of the coaching program. They assist and support employees, teams, and departments by helping with internal tools, systems, and processes. Their role focuses on facilitating the efficient delivery of coaching services to auto shop owners, providing support for the coaching team and business operations, rather than interacting with external customers.

• 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.