CSR / Customer Experience Rep

About the role

Fix Auto Houston is a premier collision repair shop in Houston, handling approximately $6M in annual repairs. The company values providing excellent service and is seeking a dedicated customer service professional to enhance the customer experience.

Responsibilities

• Answer inbound calls and convert them into booked estimate appointments
• Follow up with every lead that doesn't book on first contact
• Keep customers updated throughout their repair — proactively, not reactively
• Follow up on unsold estimates and unconverted leads
• Cook up photo and video updates with the production team
• Manage review requests at every vehicle delivery
• Process retail customer payments
• Maintain accurate customer notes and follow-up schedules in our system
• Be the bridge between the shop floor and the customer

Requirements

• Minimum 3 years in a high-volume, in-person customer-facing role — hospitality, medical front office, automotive BDC, or retail management
• Proven tenure — we value people who commit, grow, and stay
• Confident and professional phone presence — this is a phone-heavy role and comfort on calls is non-negotiable
• Comfortable with CRM tools, texting platforms, and basic technology
• Organized, self-directed, and accountable without daily supervision
• Able to work on-site Monday through Friday — this is not a remote or hybrid position
• Bilingual English/Spanish is a strong plus in our market

Qualifications

This is not an entry-level position. This is not a receptionist role. This is the voice and face of our shop — and we need someone who has done this before and done it well. If you have less than 3 years of direct, in-person customer-facing experience, have worked primarily remote, or have had difficulty maintaining long-term employment, this role is not the right fit.

Skills

Not explicitly listed but implied from the role description, skills such as excellent communication, problem-solving, and organizational abilities are essential.

Benefits

Not explicitly detailed in the job posting, but typically benefits may include:

• Potential performance bonus tied to booked estimates, Google review volume, and retail customer development
• PTO after one year of service
• 401k with match after 180 days through ADP

Pay

$18-$22/hr depending on experience

Schedule

Stable schedule, strong team culture, long-term opportunity for the right person