*This is a remote position*
Position Summary:
Remote Market Agents provide end-to-end remote support to customers throughout the vehicle pickup, usage, maintenance, and return process. Acting as the primary point of contact, agents assist customers via phone, email, SMS, and messaging tools to ensure a smooth customer experience. Responsibilities include coordinating vehicle setup and pickup, managing documentation, handling maintenance and repair issues, coordinating vendors and towing services, supporting accident and claims follow-ups, and ensuring timely customer and vendor communications. Agents work independently while collaborating with internal teams to ensure operational efficiency and customer satisfaction across remote markets.
Essential Duties and Responsibilities (include, but are not limited to the following):
- Assist customers with remote vehicle pickup through phone calls, SMS, email, and messaging platforms
- Guide customers through vehicle setup prior to pickup and ensure all required documentation is completed and submitted after pickup
- Update internal systems accurately with customer, vehicle, and service information
- Receive, document, and manage customer-reported issues including mechanical concerns, tire repairs or replacements, towing needs, and service requests
- Schedule service appointments with approved vendors and identify new vendors when necessary
- Follow up with vendors on repair status and payments until services are completed
- Conduct bi-monthly (every 10,000 miles) maintenance follow-ups for all assigned remote market vehicles
- Manage accident and claims follow-ups, ensuring customer and vehicle safety
- Collect vehicle condition reports, invoice customers for damages, follow up on payments, establish payment arrangements when applicable, and coordinate vehicle returns
- Coordinate vehicle retrieval from impound lots, including towing arrangements and payment follow-up
- Support customer requests related to vehicle swaps and upgrades
- Follow up with vendors regarding pending repairs, windshield replacements, and parts installations
- Coordinate parts orders from main offices and schedule repairs upon parts arrival
- Schedule towing services through approved vendors or third-party platforms such as Honk or Urgently and confirm service completion
- Assist customers with rideshare-related questions and app usage
- Perform daily outbound and inbound communications with customers, Tesla Service Centers, towing companies, impound facilities, repair shops, and other service providers
- Conduct collections follow-ups with customers regarding outstanding balances, negotiate payment arrangements, and track compliance
- Maintain organized records, follow-ups, and task tracking to ensure timely resolution of all assigned cases
Qualifications Required:
- Ability to work remotely and independently with minimal supervision, while the agent will join a daily meet session for support and daily Q&A
- Availability to perform outbound calls and ongoing customer follow-ups during assigned working hours
- Reliable internet connection, computer, headset, and phone access suitable for VoIP or cloud-based systems
- Strong customer service orientation with a problem-solving mindset
Education and Experience:
- High school diploma or equivalent required
- Post-secondary education in business, communications, customer service, or a related field preferred
- Prior experience in customer support, fleet operations, logistics, automotive services, call center operations, or collections preferred
- Experience working with vendors, service providers, or third-party platforms is a plus
Skills and Abilities:
- Excellent verbal and written communication skills in English, Spanish is a plus
- Strong customer-focused approach with empathy and professionalism
- Ability to manage multiple cases, follow-ups, and priorities simultaneously
- Strong organizational and documentation skills with attention to detail
- Ability to negotiate payment arrangements and handle sensitive conversations professionally
- Problem-solving skills with the ability to think proactively and propose solutions beyond standard procedures
- Comfortable working independently within a team-oriented environment
- Ability to track tasks, deadlines, and follow-ups without direct supervision
- Proficiency with email, CRM systems, ticketing tools, spreadsheets, and messaging platforms
Salary: $560/bi-weekly