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Customer Experience Associate
🆔 Job ID: JESDEE1
🏢 Industry: Automotive + Rental Property Businesses / Customer Service
🌎 Location: LATAM preferred / PH / South Africa
🕒 Job Status: Full Time
⏰ Work Schedule: Monday to Friday, 8:00am to 5:00pm (Alaska Time)
💰 Salary: $1,500 per month
🚀 Target Start Date: ASAP
About the Client
The client owns and operates two growing service-based businesses in Alaska: a high-volume automotive repair and tire shop serving approximately 200 vehicles per month, and a portfolio of short-term rental properties. As both businesses continue to expand, the client is looking for a dedicated Customer Experience Associate to become the primary point of contact for customers, helping deliver exceptional service while supporting daily operations and improving overall efficiency.
About the Role
The Customer Experience Associate will be responsible for managing inbound customer communications across both businesses, ensuring every customer receives timely, professional, and friendly support. This role will focus primarily on answering phone calls, scheduling appointments, coordinating reservations, responding to emails and text messages, and completing a variety of administrative tasks. During slower periods, the assistant will support operational projects, documentation, website updates, and light administrative initiatives while following detailed SOPs and internal processes.
Key Responsibilities
Customer Communication
- Answer a high volume of inbound phone calls professionally and efficiently.
- Respond to customer emails, text messages, and voicemails.
- Provide outstanding customer service while maintaining a calm, patient, and professional demeanor.
- Escalate urgent customer concerns when necessary.
Appointment & Reservation Management
- Schedule, reschedule, and confirm automotive service appointments.
- Assist customers with booking and modifying short-term rental reservations.
- Coordinate guest check-ins, check-outs, early arrivals, and late departures.
- Send customer receipts and booking confirmations.
Administrative Support
- Return missed calls and voicemails at the beginning of each workday.
- Monitor and respond to pending customer inquiries.
- Confirm schedules and provide daily operational updates.
- Prepare end-of-day summaries for the client.
- Maintain accurate customer records and documentation.
Automotive Operations Support
- Provide basic vehicle service information to customers.
- Prepare and send tire quotes.
- Follow up on pending customer approvals.
- Confirm parts availability and estimated arrival times.
- Send vehicle status updates and pickup reminders.
- Process customer payments when appropriate.
Short-Term Rental Support
- Monitor new booking inquiries and guest communications.
- Ensure guests receive check-in instructions.
- Coordinate with cleaning teams.
- Log maintenance requests and communicate updates.
- Handle guest questions and basic issue resolution.
General Business Support
- Assist with website updates and light social media tasks during downtime.
- Follow documented SOPs and operational procedures.
- Learn and utilize company software platforms effectively.
- Support additional administrative projects as business needs evolve.
Qualifications & Skills
Must
- 2+ years of experience in customer service, administrative support, virtual assistance, or a similar customer-facing role.
- 1+ year of experience handling a high volume of inbound phone calls.
- Experience scheduling appointments, managing calendars, and coordinating customer communications.
- Excellent spoken and written English.
- Strong computer proficiency and ability to quickly learn new software.
- Exceptional attention to detail and organizational skills.
Preferred
- Experience supporting an automotive repair shop, dealership, or automotive service business.
- Experience supporting short-term rental or hospitality operations.
- Experience with RingCentral, TechMetric, Stripe, Notion, Logify, Turno, or similar platforms.
- Experience providing support to U.S.-based customers.
Personality Traits
- Customer-focused and service-oriented.
- Patient and empathetic communicator.
- Detail-oriented with a high level of accuracy.
- Proactive and resourceful.
- Adaptable and willing to take on new responsibilities.
- Strong sense of ownership and accountability.
- Organized and dependable.
- Calm under pressure.
- Positive attitude with a team-first mindset.
- Able to prioritize tasks and demonstrate sound judgment independently.
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