External Customer Support Coordinator

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.

• Customer Interaction: Directly communicates with customers via phone, email, live chat, or social media.
• Issue Resolution: Methodically work to resolve client complaints, concerns, and technical issues, providing effective solutions or escalating them to the appropriate internal teams when necessary.
• Product Knowledge: Requires in-depth knowledge of the company’s products or services to provide accurate support and troubleshooting.
• Feedback Collection: Actively gather client feedback to identify areas for improvement in our offerings and enhance the overall customer experience.
• Documentation: Maintains detailed records of customer interactions, complaints, and resolutions for future reference.

• Client Onboarding and Communication:
  • Onboarding New Clients:
    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.
  • Client Queries and Troubleshooting:
    Address all client concerns or issues related to the coaching program, tools, or services, including curriculum questions, scheduling, or platform technicalities.
  • Regular Check-Ins:
    Maintain regular communication with clients to check on their progress, gather feedback, and ensure they are benefiting from the coaching.
  • Provide Additional Resources:
    Direct clients to any additional resources (e.g., guides, templates, webinars) that may help them better implement the lessons learned during coaching.
• Problem-Solving and Feedback Collection:
  • Coaching Content Issues:
    If a client encounters issues with the content (e.g., they don't understand a certain concept or tool), the external coordinator would help clarify or elevate the issue for resolution.
  • Address Client Concerns:
    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.
• Support During Workshops/Events:
  • Event Coordination:
    The external coordinator would 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.
  • Customer
    
    Experience:
    
    Ensure the client experience during these events is smooth and professional, addressing any issues that arise on-site or online.
• Progress Tracking and Reporting:
  • Monitor Client Success:
    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.
  • Customer Satisfaction:
    Collect feedback to assess how well the coaching is meeting the clients’ needs and provide suggestions for improvement.

• 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…