Customer Experience Specialist

Kinetic; Tempe (AZ); On-site; USD 40,000 - 62,000; Full time

Benefits offered by this job

Competitive salary and bonus

Health, dental, and vision insurance

401k with company match

Paid vacation and holidays

Job summary

Kinetic seeks a Customer Experience Specialist to deliver world-class service while managing vehicle intake at a Kinetic Vision Center. You will be the primary contact for customers arriving for inspections, estimates, repair consultations, and insurance appointments.

The coordinator guides customers, documents damage, and ensures data collection supports estimating and insurance workflows. The ideal candidate combines exceptional customer service with knowledge of collision repair, insurance

Qualifications

• Excellent communication and presentation skills.
• Ability to build rapport and instill trust with clients across organizational levels.
• Self-motivated with a results-oriented mindset.
• Experience in customer success, software implementation, sales development, or technical support, preferably in automotive repair/ADAS.
• Proficiency with CRM software, especially HubSpot or similar systems.
• Willingness to travel to meet clients and industry events.
• Valid driver’s license with clean record; willing to pass background/MVR checks.

Responsibilities

• Greet customers and create a positive first impression reflecting service excellence.
• Schedule appointments and maintain timely communication throughout the repair journey.
• Verify contact, insurance, claim numbers, deductible details, and loss facts.
• Educate customers on the Kinetic Vision process and set expectations.
• Assist with electronic authorizations, signatures, and required documentation.
• Answer questions about repairs, insurance claims, diagnostics, and ADAS calibration services.
• Conduct vehicle walk-arounds to document existing damage and concerns.
• Capture damage details, customer concerns, and objectives relevant to repair.
• Prepare intake files for estimating and repair planning teams.
• Communicate with insurers, repair facilities, and internal stakeholders to ensure a seamless experience.
• Maintain proactive customer communication and provide timelines and next steps.

Skills

Customer success

Communication

Relationship building

Problem solving

Travel readiness

Tools

HubSpot CRM

CDK

CCC

Mitchell

Job description

About the role

The Customer Experience Specialist is responsible for delivering a world-class customer experience while managing the vehicle intake process at a Kinetic Vision Center.

This role serves as the primary point of contact for customers arriving for vehicle inspections, estimates, repair consultations, and insurance-related appointments. The coordinator guides customers through the Kinetic Vision process, documents vehicle damage, captures critical repair information, facilitates electronic authorizations, and ensures all required information is collected to support estimating, repair planning, and insurance workflows.

The ideal candidate combines exceptional customer service skills with a strong understanding of collision repair, insurance claims, and vehicle damage assessment.

What you’ll do

Customer Scheduling, Check-In & Intake

• Welcome customers and create an exceptional first impression that reflects Kinetic’s commitment to service excellence.
• Schedule customer appointments and provide timely communication throughout the repair journey.
• Verify customer contact information, insurance details, claim numbers, deductible information, and facts of loss.
• Educate customers on the Kinetic Vision process and set clear expectations for the overall experience.
• Assist customers with electronic authorizations, signatures, and all required documentation.
• Answer customer questions related to repairs, insurance claims, diagnostics, and ADAS calibration services.

Kinetic Vision Vehicle Intake

• Conduct vehicle walk-arounds with customers to document existing damage and concerns.
• Identify and document points of impact, visible damage, and customer-reported issues.
• Capture customer concerns, repair objectives, and any additional information relevant to the repair process.
• Operate the Kinetic Vision intake platform, including vehicle imaging, photo capture, and digital documentation.
• Ensure all required photos, scans, and documentation meet company quality standards.
• Verify VIN information, vehicle options, and other repair-related vehicle details.
• Maintain complete, accurate, and organized vehicle records throughout the intake process.

Repair Planning & Estimating Support

• Prepare complete and accurate intake files for estimating and repair planning teams.
• Review all vehicle documentation to ensure completeness, accuracy, and readiness for estimate creation.
• Identify potential repair, scanning, diagnostic, and calibration opportunities based on vehicle damage and OEM requirements.
• Support estimate scheduling and coordinate repair planning activities with internal teams.
• Communicate effectively with insurance carriers, repair facilities, and internal stakeholders to ensure a seamless repair experience.

Customer Communication & Experience

• Maintain proactive communication with customers throughout the intake and repair planning process.
• Educate customers on repair timelines, next steps, and the overall repair journey.
• Resolve customer concerns with professionalism, empathy, and a customer-first mindset.
• Coordinate appointment confirmations, status updates, and follow-up communications to deliver an exceptional customer experience.

Qualifications

• Excellent communication and presentation skills.
• Ability to build rapport and instill trust with clients across all organizational levels.
• Self-motivated, results-oriented, and capable of thriving in a dynamic environment.
• Proven experience in customer success, software implementation, sales development, or technical support roles, preferably in the automotive repair, collision, or ADAS calibration industries.
• Strong understanding of automotive software products, including CDK, CCC & Mitchell is a plus.
• Excellent interpersonal and communication skills, with the ability to build strong customer relationships.
• Problem-solving mindset with a proactive approach to identifying challenges and driving solutions.
• Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Proficiency in CRM software, particularly HubSpot or prior CRM systems and customer support tools.
• Willingness to travel as required to meet clients and participate in industry events.
• Valid driver’s license with a clean driving record; ability to pass a background check and MVR.

Benefits

• Competitive salary and bonus
• Health, dental, and vision insurance
• Retirement savings plan (401k) with company match
• Paid vacation and holidays