Position Summary:

The Customer Experience Specialist provides high-level support to the Customer Service Manager and serves as a key point of contact for escalated customer interactions. This role ensures smooth operations across multiple site locations by coordinating safety audits, assisting with damage determinations, filing insurance claims, and maintaining compliance documentation. The ideal candidate is detail-oriented, proactive, and thrives in a dynamic, multi-site environment.

Key Responsibilities:

• Serve as assistant to the Customer Service Manager and stand in supervisor on duty in their absence.
• Support site locations with CER (Customer Experience Reports) and PDR (Property Damage Reports) determinations.
• Communicate with Accounting to process payments to auto body shops for claims-related repairs.
• Manage and archive video documentation related to vehicle collisions and other notable incidents.
• Conduct and complete monthly PPE safety audits for 10 or more site locations.
• Perform CER and PDR audits across all car wash locations for compliance and accuracy.
• File low-level PDR insurance claims and ensure timely submission and follow-up.
• Handle escalated customer calls related to CER, PDR, or complaints not resolved at the representative level.
• Support CSRS by stepping in during peak call times, helping to reduce hold times and improve overall customer satisfaction.
• Assist with monthly training for CER and PDR processes and documentation.
• Confirm preferred auto body shops for all new site locations and collect W9 documentation.
• Prepare and organize Customer Service binders for all new site launches.
• Perform other tasks as assigned by leadership to support departmental objectives.

Qualifications:

• High school diploma or equivalent; associate degree preferred.
• 2+ years in a customer service, claims, or administrative support role.
• Experience in a multi-location business environment is highly desirable.
• Familiarity with safety audits, insurance claims, or property damage processes is a plus.
• Strong communication and conflict resolution skills.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and basic document management systems.
• Ability to manage multiple tasks and deadlines with minimal supervision.