Customer Service Representative
Driven Brands Inc.About the role
Driven Brands is North America's largest automotive services company with a portfolio of iconic brands including Take 5 Oil Change®, Meineke Car Care Centers®, Maaco®, 1-800-Radiator & A/C®, Auto Glass Now®, and CARSTAR®. Our vision is to fuel the pursuit with the simplest, most convenient, and most reliable car care experience.
Headquartered in Charlotte, NC, Driven Brands is more than a workplace. We're a launchpad — for careers, for dreams, and for people driven to do great things.
Every day, we fuel the pursuit — for our customers chasing life's moments, for our franchisees building lasting legacies, and for each other as we grow, lead, and succeed together.
Performance matters. We take pride in it. We own it. We show up for one another and for our communities.
Because at Driven Brands, we're not just fixing cars. We're building futures, unlocking potential, and fueling what's possible — together.
JOB DESCRIPTION:
Driven Brands is looking for a remote Customer Service Representative located on the West Coast or willing to work West Coast hours, to support our Auto Glass Now Team. You will be responsible for communicating with customers over the phone or via email and participating in meetings with the customer service team to develop new strategies. The right candidate will understand general Customer Service principles and have some insurance claims experience.
How you’ll Go the Distance:
Provides timely responses to customer inquiries by telephone and/or email in an in - or outbound service center
Open, maintain, and solve Customer Care tickets by recording issues and account information
Using computer technology. manage large amounts of incoming emails and calls in a timely manner
Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Follow communication procedures, guidelines, and policies
Leverage scripts for email and phone conversations to properly represent the company voice and tone
Answer questions about damage claims and escalate to the proper manager to bring them to closure
Prioritize tickets effectively
Flexibly handling changes in policies or procedures
What you’ll Bring:
Proven customer support experience
Strong phone contact handling skills and active listening
Strong computer skills and capability to use Microsoft programs such as Outlook, Word, Excel, Etc.
Customer-focused and able to adapt/respond to different types of customers
Excellent communication and presentation skills both externally and internally
Ability to multi-task, prioritize, and manage time effectively
High school diploma (or equivalent) and at least 1 year of experience; post-secondary school education may substitute for years of experience
Bilingual in English/Spanish is a plus.
Available 32-40 hrs per week - Must be willing to work either on Saturdays or on Sund
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