Customer Experience Specialist

kinetic.auto; Tempe (AZ); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Competitive salary and bonus

Health, dental, and vision insurance

401k with company match

Job summary

Kinetic Automation in Tempe, AZ seeks a Customer Scheduling & Intake Specialist to partner with collision shops, insurers, and customers.

You will lead appointments, verify details, document damage, and guide customers through the Kinetic Vision process, while coordinating with internal teams to ensure timely, accurate repairs.

Qualifications

• Excellent communication and presentation skills.
• Ability to build rapport and trust with clients across all organizational levels.
• Self-motivated, results-oriented in a dynamic environment.
• Experience in customer success, software implementation, sales development, or technical support.
• Familiarity with automotive software products (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 challenges.
• 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.

Responsibilities

• Welcome customers and set expectations for the repair journey.
• Schedule appointments and maintain timely communications.
• Verify insurance details, claim numbers, deductible and loss facts.
• Educate customers on the Kinetic Vision process.
• Assist with electronic authorizations, signatures, and required documents.
• Answer questions about repairs, insurance claims, diagnostics, and ADAS calibration services.
• Conduct vehicle walk-arounds and document damage.
• Identify and document vehicle issues and repair objectives.
• Operate the Kinetic Vision intake platform and ensure quality records.
• Prepare intake files for estimating and repair planning teams.
• Coordinate with insurance carriers and repair facilities for a seamless service.

Skills

Communication

Relationship building

Self-motivation

Customer success

Automotive software

Interpersonal skills

Problem solving

Project management

CRM software

Travel willingness

Driver\'s license

Tools

HubSpot

Job description

Kinetic Automation is pioneering effortless modern vehicle repair. Kinetic uses proprietary AI and autonomous robotics technology to automate vehicle maintenance and simplify repair administration for collision shops, dealerships, and insurance carriers. Kinetic’s service hubs and intake centers ensure accurate calibration, rapid turnaround, and predictable costs for the rapidly growing ADAS and EV ecosystem. The company has financial backing from top-tier investors, including Menlo Ventures, Lux Capital, and Construct Capital. For more information, visit www.kinetic.auto.

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