As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company, which also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, services customers at more than 650 state-of-the-art locations in 38 states across the U.S. Crash Champions was founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert. For more than 25 years, our vision has been anchored by the belief that delivering superior collision repair service is about People First. Welcome to Crash Champions. We Champion People. 

JOB PURPOSE:

We are seeking an experienced Customer Experience Coach who is responsible for supervising and developing a team of 12-15 teammates while maintaining their duties handling customer and carrier related inquiries and escalations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manage customer and carrier related inquiries and escalations

Mentor and support a multi-channel team (inbound and outbound calls, chat, email, support tickets, tow, etc.)

Monitor interactions, workflow, and KPI metrics to ensure adherence to performance, quality, and efficiency standards

Conduct and score quality call observations for teammates and provide effective teammate coaching and development as needed

Conduct regular touch bases, one-on-ones, and team huddles

Develop and lead employee engagement, recognition and success acknowledgement and celebrations

Develop and maintain an environment and relationships with teammates that lead to a consistent pattern of retention

Prepare progressive corrective action documentation, review attendance record with CEA, and escalate corrective action plans as needed

Guide Teammates/Team

Performance Reviews

Promotion/Termination decisions (with support of department manager(s))

Training and additional development opportunities

Conduct applicant interviews – participate in candidate selection and extend job offers

Facilitate New Hire Training and ongoing teammate support/assistance

Coordinate timely and sufficient collection of overtime to meet business needs

QUALIFICATIONS:

Teamwork: Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting teammates.

Accountability: Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for improvement.

Results Driven: Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted goals.

Sound Judgment: Makes good decisions by analyzing the situation, leveraging experience, and using available information; Objectively evaluates problems, discovers root causes, and works toward timely resolution.

Customer Focus: Maintains a relentless focus on customers and is committed to the continuous improvement of services; always Keeps internal and external customers in mind and strives to proactively address customer concerns and needs. 

Verbal and Written Communication: The ability to effectively communicate ideas and/or views both verbally and through writing.

Coaching: The ability to encourage and guide teammates in order to improve their performance and enhance their self-perception and skills.

Delegation: The ability to delegate routine and important tasks in order to share both responsibility and accountability

Hiring and Staffing: Skilled at finding the best talent available for the role

Business acumen: the ability to analyze, strategize, and support business objectives

Proficient in Microsoft Office Suite, including Excel, Word, Outlook, and Teams

Leadership Qualifications:

Model the Way: Be authentic to Crash Champion’s Core Values, “The Crash Champion Way”; Be the example by aligning your behaviors in a way that shows others how to act.

Inspire a Shared Vision: Challenge yourself and your team by creating bold objective that excite and inspire; Create a personal connection between a teammate’s goals, your team’s goals and Service King’s Vision.

Challenge the Process:  Be the owner of the process committed to constant improvement both personally and collectively as a team; Look for new ways to get things done effectively and learn from mistakes.

Enable Others to Act: Develop your talent by ensuring teammates are engaged, challenged, and growing; Share power and responsibility by involving your team on routine and important tasks and decisions.

Encourage the Heart: Recognize hard work and reward success; Build strong relationships by caring about your team and celebrating both large and small victories.

This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills. You may be asked by your supervisor or managers to perform other duties.  Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform. The Company has the right to revise this job description at any time.

The Company offers the following benefits for this position, subject to applicable eligibility requirements and annual updates:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

We are committed to providing competitive compensation for this role. The actual offer will be based on various factors, including but not limited to: job related knowledge, skills, experience, relevant certifications and qualifications.