Apply on Employer Site

Fix Group Management · 3 weeks ago

External Customer Support Coordinator

Franklin, TN

Full-time

Hybrid

New Grad, Entry Level

$20/hr - $25/hr

Fix Group Management is a business consulting company focused on supporting Auto Repair Shops. They are seeking an External Customer Support Coordinator to directly interact with clients, ensuring customer satisfaction by resolving issues and providing support throughout the coaching program.

Professional Training & Coaching

Responsibilities

Directly communicates with customers via phone, email, live chat, or social media

Methodically work to resolve client complaints, concerns, and technical issues, providing effective solutions or escalating them to the appropriate internal teams when necessary

Requires in-depth knowledge of the company’s products or services to provide accurate support and troubleshooting

Actively gather client feedback to identify areas for improvement in our offerings and enhance the overall customer experience

Maintains detailed records of customer interactions, complaints, and resolutions for future reference

Guide new auto shop owners through their initial steps with the coaching program, introducing them to available resources, setting clear expectations, and outlining the benefits of the coaching process

Address all client concerns or issues related to the coaching program, tools, or services, including curriculum questions, scheduling, or platform technicalities

Maintain regular communication with clients to check on their progress, gather feedback, and ensure they are benefiting from the coaching

Direct clients to any additional resources (e.g., guides, templates, webinars) that may help them better implement the lessons learned during coaching

If a client encounters issues with the content (e.g., they don't understand a certain concept or tool), the external coordinator would help clarify or escalate the issue for resolution

If a client feels they’re not getting the value they expect or if there are gaps in the coaching process, the external coordinator would act as the liaison between the client and the internal team to find a solution

The external coordinator would assist in sharing event information, registering clients, and be the go to for any questions, concerns, or issues during the event - ensuring quality member support

Ensure the client experience during these events is smooth and professional, addressing any issues that arise on-site or online

Track client progress and milestones during the coaching process

Regularly report back to the internal team about any clients struggling with the content or not meeting their goals

Collect feedback to assess how well the coaching is meeting the clients’ needs and provide suggestions for improvement

Qualification

Customer relationship managementCommunication skillsProblem-solvingOrganizational skillsCoachableEmpathyInterpersonal skillsTime managementAdaptabilityTeam player