Customer Service Agent

Customer Service Agent

FISHERS, IN 46038

Position Type Full Time

At Auto Savvy, we work to make the vehicle ownership experience straightforward and supportive for our customers. We're looking for a responsive, organized Customer Service Agent to help customers navigate service questions, appointments, updates, and follow-up.

The Customer Service Agent is responsible for customer communication and administrative follow-up for assigned locations. You'll respond to calls and messages, coordinate service appointments, document customer and vehicle information, and help move service, refund, and goodwill requests through the appropriate processes.

This role works closely with the service team to keep customers informed and ensure that follow-up items and required documentation are handled accurately and promptly.

Compensation:

• Starting at $20 and hour

Schedule:

• Monday – Friday only
• 8:00 AM – 5:00 PM

• Respond to customer inquiries through AI-assisted texting and phone calls.
• Answer and return calls for assigned locations, and follow up on outstanding customer questions.
• Use service team notes in AVA to provide customers with repair-status updates, next steps, and other relevant information.
• Identify customer needs and document potential service opportunities in the appropriate systems.
• Respond to customer inquiries within 24–48 hours.
• Follow up daily with customers whose vehicles are in the shop or at a sublet repair facility.

• Create and maintain customer opportunities in Dealer Socket as appropriate.
• Complete Customer Satisfaction Index (CSI) follow-up process.
• Record customer interactions and follow-up results accurately.
• Share customer concerns with the appropriate service team member to support resolution.

• Enter customer, vehicle, and other required information in AVA to initiate the claim process.
• Keep customer and vehicle information accurate and current.
• Document each service-related vehicle update and maintain clear communication and follow-up notes.

• Schedule all customer service appointments in CDK and maintain accurate appointment and customer details.
• Communicate appointment information to the appropriate service team members.
• Access digital deals as needed to support customer service and administrative processes.

• Submit customer refund requests through the appropriate process and track them through resolution.
• Gather and submit required documentation, and keep customers informed about refund status and next steps.
• Process refund requests within 24–48 hours after all required documentation is complete.
• Collect completed goodwill forms when required and confirm that necessary documentation is in place before a repair or refund requiring approval proceeds.
• Coordinate with the service team when documentation is missing.
• Submit complete goodwill requests promptly. Notify customers of approval or denial within 24–48 hours.

• Strong written and verbal communication skills.
• A customer-focused approach and the ability to handle questions with patience and professionalism.
• Excellent organization and attention to detail, especially when entering information and documenting follow-up.
• The ability to manage calls, messages, appointments, and open requests while meeting response timelines.
• Comfort learning and using customer relationship, service, and communication systems.
• The ability to work collaboratively with service teams and communicate customer concerns clearly.

Success in this role includes timely responses to customer inquiries, daily follow-up on vehicles…