Customer Experience Associate - Bilingual

Crash Champions; Northern (KY); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Group Life Insurance

Disability Insurance

401k Retirement Plan with match

Referral Bonus (“Cash From Crash”)

5 Paid Holidays

Job summary

Crash Champions is seeking a Customer Experience Associate I to schedule collision repair appointments and estimates while following SOPs. Work in a high-volume, remote call center with a need for empathy and accuracy.

Fluency in Spanish and English is required; a quiet home office and reliable internet are essential. Base compensation is $18.00 per hour, with monthly performance bonuses up to $400 and a comprehensive benefits package including medical, dental, vision, life, disability, 401k

Qualifications

• High school diploma or GED required.
• 1 year of experience in a high-volume call center.
• Fluent in Spanish and English.
• Excellent communication and multitasking skills.

Responsibilities

• Schedule car repair appointments and estimates per SOP.
• Handle a high volume of inbound/outbound communications.
• Assist customers with rental car reservations and tow scheduling.
• Demonstrate urgency while managing daily workload.
• Maintain data integrity across systems.
• Protect customer and company information.

Skills

High-volume call center experience

Bilingual English/Spanish

Empathy and active listening

Multitasking and time management

Strong written and verbal comms

CRM software navigation

Education

High school diploma or GED

Tools

CRM software

Job description

Champions Do More

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

The Customer Experience Associate I is responsible for scheduling customer appointments for collision repair and estimates while adhering to all internal and external Standard Operating Procedures (SOPs). This role supports the delivery of a consistent, best‑in‑class customer experience throughout the vehicle repair process.

This position operates in a high-volume, performance‑driven call center environment and requires the ability to manage a large volume of inbound and outbound customer interactions while maintaining professionalism, empathy, and accuracy. The role is fully remote and requires a quiet, distraction‑free workspace and reliable high‑speed internet.

Responsibilities

• Schedule customer appointments for collision repair and estimates in accordance with established Standard Operating Procedures
• Professionally manage a high volume of inbound and outbound customer communications
• Assist customers with rental car reservations and tow scheduling
• Demonstrate a strong sense of urgency while effectively managing daily workload
• Communicate with empathy, confidence, and professionalism in all customer interactions
• Respond to customer inquiries by clarifying needs, researching information, and executing appropriate next steps
• Resolve customer concerns through active listening and effective use of internal resources
• Multitask across multiple systems and communication channels to ensure accuracy and efficiency
• Follow departmental processes and procedures to maintain assignment accuracy and data integrity
• Safeguard customer and company information and maintain confidentiality at all times
• Maintain company‑issued equipment in proper working conditions and promptly report issues
• Consistently act in a manner that supports positive outcomes and high‑quality customer experience

Perform other duties as assigned

SCHEDULE AND COMPENSATION

Shift: Monday-Friday, 10:30 AM-7:00 PM CST

Saturday: 8:00 AM-12:00 PM CST (rotating; subject to business needs)

Base Compensation: $18.00 per hour + Performance Incentives: This role includes eligibility for monthly performance‑based bonuses of up to $400, tied to key operational and customer experience metrics.

Qualifications

• High school diploma or GED required
• Minimum of 1 year of experience in a high‑volume call center environment
• Strong verbal and written communication skills
• Demonstrated empathy and active listening skills
• Ability to multitask and manage competing priorities in a fast‑paced environment
• Strong attention to detail and accuracy
• Excellent time management and organizational skills
• Self‑motivated with a strong work ethic and ability to learn quickly
• Reliable modem and high‑speed internet meeting minimum requirements
• Ability to navigate and multitask across multiple systems, including CRM software
• Fluent in Spanish and English required

Benefits

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.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.