Customer Success Manager - RepairPal Certified Shops

About the Role

Join the RepairPal Customer Success team and champion transparency and growth for automotive repair shops certified by RepairPal. Your focus will be on delivering exceptional service to our certified shop clients, ensuring ongoing success and strengthening their relationship with RepairPal. RepairPal, established in 2007, links consumers to trustworthy mechanics across the U.S. and partners with major corporations like USAA and CarMax to recommend our certified shops. Recently acquired by Yelp, this full-time opportunity is remote within the United States.

Key Responsibilities

• Maintain strong client relationships through monthly engagement and consistent check-ins.
• Conduct training sessions for customers to effectively use the RepairPal platform.
• Enhance customer retention and drive new business by thoroughly understanding our program offerings.
• Support and guide shops in managing their own customer interactions, promoting proactive and successful use of RepairPal solutions.
• Handle customer escalations sensitively and work proactively to reduce cancellations.
• Respond promptly to a high volume of inbound calls and emails from RepairPal shops, advising and educating them.
• Manage multiple tasks efficiently within a rapidly changing work environment.

Qualifications

• Possess a GED or high school diploma plus a minimum of two years in customer-facing roles, or hold a bachelor’s degree.
• Comfortable with technology and adept at using computer-based information systems.
• Capable of addressing challenging conversations professionally with business owners, focusing on solutions.
• Proficient in verbal and written communication.
• Strong problem-solving skills and an ability to troubleshoot effectively.
• Excellent time management and organization skills to handle multiple priorities simultaneously.
• Preferably have prior automotive industry experience in shops, dealerships, or automotive technology firms.
• Familiarity with Salesforce CRM is advantageous.

Benefits and Compensation

• Comprehensive medical, vision, and dental coverage effective immediately upon hire.
• Annual leave of 15 days PTO (which increases with tenure beyond two years), 12 paid holidays plus one floating holiday.
• Up to 14 weeks of parental leave.
• Monthly wellness allowance.
• Reimbursement for work-from-home expenses.
• Flexible spending accounts available.
• 401(k) retirement plan enrollment.
• Employee stock purchase opportunities.
• Salary range from $62,000 to $72,000 annually, with benefits offered.

Diversity and Inclusion Commitment

We embrace diversity in all its forms including race, age, gender identity, religion, disability and educational background, recognizing that varied perspectives enrich our teams and products. We are an equal opportunity employer and consider all qualified candidates without discrimination.

Additional Information

Applicants with arrest and conviction records will be considered in accordance with applicable laws, including specialized fair chance ordinances. Criminal background checks occur only after conditional offers and involve assessments of relevant circumstances. We provide reasonable accommodations to candidates with disabilities during the application process. Note that agency resumes are not accepted, and unsolicited resume fees are not our responsibility.