The Fix Group Inc.

Customer Support Coordinator, External

The Fix Group Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • Tennessee

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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.
  • 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.

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 adpat quicker than a chameleon on a plaid shirt.
  • Someone with a “go getter” attitude that allows actions to speak louder than words.