Shared Services Communications Specialist

As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company, which also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, services customers at more than 650 state-of-the-art locations in 38 states across the U.S. Crash Champions was founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert. For more than 25 years, our vision has been anchored by the belief that delivering superior collision repair service is about People First. Welcome to Crash Champions. We Champion People. 

Work Location & Schedule Requirements

• Remote Opportunity: This position is eligible for remote work.
• Employees residing within commuting distance of the Westmont, IL office: Additional onsite attendance may be required based on business needs, team schedules, training, meetings, or leadership visits.
• Remote Work Expectations: Employees working remotely must maintain a professional and distraction-free work environment and be available during scheduled working hours to manage inbound and outbound calls, support tickets, emails, chats, and other assigned responsibilities. Team members are expected to remain actively engaged, responsive, and accessible throughout their scheduled shift.
• Schedule Requirement: This position supports West Coast operations and requires availability to work 10:00 AM – 7:00 PM CST (8:00 AM – 5:00 PM PST).

Essential Duties and Responsibilities

• Provide professional, courteous, and timely support to stores and vendors regarding general inquiries.
• Resolve customer inquiries, complaints, and complex issues via phone, email, chat, text, and ticketing systems.
• Research, troubleshoot, and identify appropriate solutions to resolve issues before escalation whenever possible.
• Take ownership of inquiries from initial contact through resolution, ensuring accurate and timely follow-up.
• Demonstrate exceptional customer service skills when handling challenging situations while maintaining a calm and professional demeanor.
• Utilize internal systems and tools to investigate issues and provide effective resolutions.
• Maintain a working knowledge of internal processes, including statement reconciliation, invoice posting, payment journal creation, payment scheduling, invoice imports, and remittance explanations.
• Follow established escalation procedures and company policies while exercising sound judgment and discretion.
• Collaborate with cross-functional teams to ensure efficient issue resolution and positive customer experience.
• Meet productivity, quality, and service-level expectations in a fast-paced support environment.

Qualifications

• Preferred: 1–2 years of call center, contact center, shared services, or high-volume customer service experience.
• General accounting knowledge and understanding of basic accounting principles required.
• Strong verbal and written communication skills with a customer-focused approach.
• Excellent organizational, time management, and multitasking abilities.
• Demonstrated problem-solving skills with a solution-oriented mindset.
• Ability to manage a high-volume workload while maintaining accuracy and meeting performance expectations.
• Strong computer skills, including data entry, system navigation, Microsoft Excel, and other business applications.
• Ability to exercise discretion, sound judgment, and independent decision-making, strong multi-tasking skills
• Self-motivated, adaptable, and positive professional who thrives both independently and as part of a collaborative team.
• Ability to consistently work the required West Coast support schedule (10:00 AM – 7:00 PM CST / 8:00 AM – 5:00 PM PST).

The Company offers the following benefits for this position, subject to applicable eligibility requirements and annual updates:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

We are committed to providing competitive compensation for this role. The actual offer will be based on various factors, including but not limited to: job related knowledge, skills, experience, relevant certifications and qualifications.