Live Chat Representative Jobs

Location: Remote/ Work From Home

Company: RepairPal

Position:

RepairPal is looking for a Consumer Engagement Representative who will engage with vehicle owners via Live Chat to stimulate repair referrals and help to ensure successful outcomes in having their vehicles repaired at our Certified network of auto repair shops.

Responsibilities:

• Directly engage via Live Chat with consumers across several partner landing pages to answer questions and, ultimately, guide them to a scheduled appointment at a RepairPal Certified shop.

• Interact with customers via a variety of contact types including live chat, email, or social media platforms etc., providing them with prompt and courteous responses for any inquiries or complaints.
• Identify customer needs and provide them with comprehensive information regarding products, pricing, and services.

• Provide feedback to management regarding customer concerns, problems, and questions, and recommend changes to improve efficiency.
• Resolve customer complaints by investigating and gathering information to ensure a suitable resolution.
• Build relationships designed to stimulate referral activity and build trust.
• Provide technical support to customers with concerns on accessing or navigating our website or using our products.
• Maintain knowledge of products and services as well as company policies and procedures to provide accurate and timely information to customers.
• Meet or exceed company customer service standards to maximize customer satisfaction.
• Document customer’s interactions, including complaints, inquiries, and comments, and take appropriate action to address them.

• Provide qualitative and quantitative feedback to internal stakeholders on partner feedback and needs.
• Cross-sell value-add products and services to customers as we build out strategic efforts in this landscape.

Qualifications & Experience:

• Experience in a high volume Live Chat environment
• Doesn’t tire easily at hearing about fellow employees’ dogs
• Excellent written and oral communication skills
• Sense of curiosity and a desire to learn how things work
• Salesforce proficient
• Great communication skills, verbal and written
• Familiarity with webinars and screen share technology
• High level of professionalism and business maturity, passion, ethics, confidence and commitment
• Assertive, passionate, outgoing, with a strong work ethic and high energy level
• Good sense of humor
• Background in and knowledge of the auto repair industry, particularly with independent shops (a plus, but not required)
• Strategic planning and implementation skills
• Ability to multitask and prioritize in fast paced environment
• Ability to manage multiple projects in a fast-paced, high-pressure environment

The Good Stuff:

• Weekly Happy Hours (virtual, but we make it work!)
• The best coworkers you’ll ever have
• Flexible PTO
• Medical, Dental, Vision
• Bi-annual company gatherings that are uh-mazing
• Work from home (aka Bring Your Dog to Work)
• 401K

About RepairPal:

RepairPal is the definitive source for trusted consumer information on auto repair and service. Our website and app are visited by millions of users each month, and feature the RepairPal estimator and the RepairPal Certified program. RepairPal Certified rigorously evaluates auto repair shops for quality, skill, parts, pricing, and a proven track record of customer satisfaction. RepairPal's estimator is the leading consumer auto repair estimator and RepairPal’s commitment to quality, unbiased information and integrity brings unprecedented transparency to the auto repair industry, ensures that consumers get quality work done at fair prices, and rewards the auto repair shops that are doing excellent work for their customers.

RepairPal has partnered with several dozen companies to offer our trusted shop network to their customers. These companies include CarMax, Consumer Reports, USAA and Verizon. We have light and deep integrations with our partners from marketing materials to employee systems, and have support teams for partners, customers, and shops to handle any issues that may arise.

*Diversity makes us better, and we believe in building diversity across cultural identity, gender, sexual orientation, age and education, thought and experience. We are an equal opportunity employer, and we are committed to being an equitable and inclusive workplace.*