Customer Relationship Manager

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Northbrook, IL, US

5 days ago Requisition

Salary Range: $18.00 To $24.00 Hourly

Job Description:
Hospitality & Customer Care Specialist

Location: HEART Certified Auto Care – Northbrook
Position Type: Full-Time

HEART Certified Auto Care is seeking a warm, people-centered Hospitality & Customer Care Specialist to serve as the first point of contact for our guests. This role is rooted in hospitality—providing a memorable, friendly, and seamless customer experience every time someone contacts or visits our shop.

While the primary work location is Northbrook
, this role also supports company-wide customer follow-up efforts and quality assurance initiatives using our App Fueled callback system.

If you are upbeat, organized, and passionate about serving others, this may be the perfect role for you.

• Serve as the friendly first point of contact for all incoming calls.
• Ensure calls are answered promptly, professionally, and with HEART’s unique hospitality tone.
• Direct calls to the appropriate team members or departments as needed.
• Provide basic information on services, scheduling, and shop processes.
• Support front-of-house flow by greeting in-person guests when necessary.

• Own and manage HEART’s callback and follow-up process across all locations.
• Use App Fueled to track, complete, and document all callbacks daily.
• Follow up with customers after service visits to ensure satisfaction, answer questions, and identify opportunities for improved experiences.
• Notify managers of any escalated concerns or feedback requiring attention.
• Maintain high callback completion rates and contribute to HEART’s reputation for exceptional customer communication.

• Build rapport and trust with customers through friendly, consistent communication.
• Gather and document feedback to improve service quality and team performance.
• Represent HEART’s values of transparency, integrity, and guest-centered care.

• Assist with light administrative tasks such as message taking, note entry, and communication handoffs.
• Work closely with service advisors and managers to ensure accurate customer records.
• Keep the front desk and phone system organized and running smoothly.

• A naturally friendly, welcoming, and patient communication style.
• Strong phone presence and clear verbal communication.
• Highly organized with the ability to manage multiple ongoing callbacks.
• Comfortable using software tools (training provided for App Fueled).
• Able to remain calm and positive in a fast-paced shop environment.
• Prior hospitality, customer service, or front desk experience preferred.
• Automotive industry experience is a plus but not required.

• Every phone call is answered with warmth, confidence, and professionalism.
• Callback completion is consistently high, with timely daily follow-through.
• Customers feel cared for, heard, and appreciated after every interaction.
• Service advisors and managers feel supported by excellent communication and accurate notes.
• HEART’s culture of hospitality is strengthened through your presence and consistency.

HEART Certified Auto Care is a mission-driven company focused on creating exceptional customer experiences and fostering a team environment built on integrity, kindness, and growth. We believe hospitality is the heart of our business—and this role is essential to that mission.