Customer Support Representative

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 to support our Driven Claims 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.  

• 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.

• 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. 

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law. 

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Position Location:

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Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com

Get early access to 50% of your earned wages at any time through our myFlexPay program.