Customer Service Representative

Simple Details is a premium automotive protection and enhancement company based in Virginia Beach, VA. We specialize in Paint Protection Film, ceramic coatings, paint correction, window tint, professional detailing, and performance modifications — serving a clientele that expects an exceptional experience every time they interact with our team.

Our mission is to bring a white-collar experience to a blue-collar industry. That standard lives in the quality of our technical work, and equally in how our clients feel from the moment they contact us to the moment they drive away. The Guest Experience & Service Specialist is the person who delivers that feeling every single day.

As our Guest Experience & Service Specialist, you are the first voice our clients hear and the last face they see before they drive away. This role is the heart of the client experience at Simple Details — managing everything from the initial phone greeting and vehicle check-in to production updates and final delivery.

This is not a basic front desk position. It is a professional, client-facing role that requires excellent communication skills, a sharp eye for detail, and a genuine commitment to making every client feel that their vehicle — and their time — is in the best possible hands. If you take pride in delivering a seamless, elevated experience and thrive in a fast-paced, team-oriented environment, this role is built for you.

• Serve as the first point of contact for all inbound calls and messages — answering with the warmth, polish, and confidence that reflects our brand standard
• Welcome every client who arrives at the shop and ensure they feel attended to immediately
• Route calls and inquiries accurately to the right team member, keeping hold times minimal and communication clear

• Conduct a thorough walk-around with each client at check-in, documenting existing conditions, mileage, client notes, and service requests in OrbisX before any work begins
• Capture complete photographic documentation of every vehicle at intake — this protects the client and the business
• Communicate any findings to the appropriate team lead or Client Advisor before production begins

• Keep clients informed throughout the production process — proactively reaching out with status updates before they have to ask
• Coordinate with department leads to get accurate job statuses and estimated completion times, and communicate those clearly and professionally
• Handle timeline changes with composure and transparency

• Manage the vehicle delivery experience from start to finish — this moment should feel as polished as the work itself
• Walk each client through the services performed and communicate post-care instructions for all applicable services (tint, PPF, ceramic coating)
• Complete all final documentation in our CRM and ensure the client leaves feeling completely taken care of

• Maintain the cleanliness and presentation of the reception area, client lounge, and service drive at all times
• Manage the scheduling queue and ensure every vehicle is confirmed before check-in
• Coordinate loaner or courtesy vehicle logistics if applicable

• Conduct courtesy follow-up contact after service completion to confirm client satisfaction and answer any remaining questions
• Facilitate Google review requests as a consistent part of the post-service process

• Integrity — You communicate honestly with clients and teammates, handle every situation with transparency, and take responsibility for your work without being asked
• Team Player — You understand that the client experience is a team effort and you show up for the people around you, especially when things get busy
• Results Driven — You take ownership of outcomes — not just tasks — and you follow through until the client experience is complete and done right
• High Standards — You hold the front of house to the same standard of precision and detail that our technicians hold in the shop
• Dependable — Clients and teammates know…