The Fix Group Inc.

Customer Support Coordinator

The Fix Group Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Franklin • Tennessee • 🇺🇸 United States

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Salary

💰 $20 - $25 per hour

Job Level

Mid-LevelSenior

About the role

  • 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.
  • Requires in-depth knowledge of the company’s products or services to provide accurate support and troubleshooting.
  • Actively gather client feedback to identify areas for improvement in our offerings and enhance the overall customer experience.
  • Maintains detailed records of customer interactions, complaints, and resolutions for future reference.
  • Guide new auto shop owners through their initial steps with the coaching program, introducing them to available resources, setting clear expectations, and outlining the benefits of the coaching process.
  • Address all client concerns or issues related to the coaching program, tools, or services, including curriculum questions, scheduling, or platform technicalities.
  • Maintain regular communication with clients to check on their progress, gather feedback, and ensure they are benefiting from the coaching.
  • Direct clients to any additional resources (e.g., guides, templates, webinars) that may help them better implement the lessons learned during coaching.
  • If a client encounters issues with the content, the external coordinator would help clarify or escalate the issue for resolution.
  • 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.
  • 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.
  • Ensure the client experience during these events is smooth and professional, addressing any issues that arise on-site or online.
  • 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.
  • Collect feedback to assess how well the coaching is meeting the clients’ needs and provide suggestions for improvement.

Requirements

  • 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.
  • You're a true team player who collaborates effectively and isn't afraid of a little good-natured banter. We believe a strong team enjoys the work and each other's company.
  • 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, capable of being meticulously detail-oriented while also adapting seamlessly to changing priorities.
  • Coachable- listens to and implements advice. We’re in the business of making people better. That includes our employees.
  • You listen patiently and empathetically, but let gossip fall on deaf ears. (And definitely don’t let it leave your lips!)
  • Ability to go with the flow as things change fast and often. You keep a cool head when things shift and adapt quicker than a chameleon on a plaid shirt.
  • Someone with a “go getter” attitude that allows actions to speak louder than words.
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
communication skillsinterpersonal skillsactive listeningteam collaborationrelationship buildingorganization skillstime managementadaptabilitycoachableproblem-solving