Consumer Engagement Representative, RepairPal (Remote)

Summary:

This role will support the RepairPal function of our business. Established in 2007, RepairPal connects consumers with certified trustworthy vehicle mechanics throughout the United States. Large, trusted companies including USAA, CarMax, and Endurance Vehicle Services send their members and customers to RepairPal Certified shops for high-quality repairs at a fair price. In 2024, RepairPal was acquired by Yelp.

RepairPal is looking for a Consumer Engagement Representative with weekend availability* who will work to stimulate repair referrals with our partners and help to ensure their customers have successful outcomes having their cars repaired at our Certified network of auto repair shops.

We'd love to have you apply, even if you don't feel you meet every single requirement in this posting. At Yelp, we're looking for great people, not just those who simply check off all the boxes. This is a full-time remote role based in the United States.
• PLEASE NOTE: This position follows a rotating weekend schedule, requiring coverage every third weekend. During the assigned weekend rotation, you will work both Saturday and Sunday, along with three weekdays that same week (with Friday off), maintaining a standard 40-hour workweek The shift is 8am to 4:30pm (EST) Monday-Friday with the exception of the rotating weekend coverage.

What you'll do:
• Engage directly with consumers via Live Chat across multiple partner landing pages, answering questions and guiding them toward scheduling appointments with RepairPal Certified shops.
• Communicate with customers through various channels-including live chat, email, review sites, and social media-delivering prompt, courteous, and professional responses to inquiries, concerns, and complaints.
• Identify customer needs and provide clear, comprehensive information about our products, pricing, and services to support informed decision-making.
• Offer technical assistance to customers experiencing issues with website navigation or product usage, ensuring a seamless user experience.
• Accurately document all customer interactions, including inquiries, feedback, and complaints, and take appropriate follow-up actions to resolve issues.
• Maintain up-to-date knowledge of our partners, products, services, and company policies to ensure accurate and timely support.
• Consistently meet or exceed customer service performance standards to drive customer satisfaction and loyalty.
• Share customer insights, concerns, and suggestions with management, contributing to continuous improvement in service delivery and operational efficiency.
• Build trust and rapport with customers to encourage referrals and long-term engagement.
• Provide both qualitative and quantitative feedback to internal teams regarding partner needs and customer experiences.
• Identify opportunities to cross-sell relevant value-added products and services as part of broader strategic initiatives.
• Support special projects and operational improvements as needed to enhance overall team performance and customer experience.

What it takes to succeed:
• You have experience working in a high-volume live chat environment.
• You have a high level of professionalism, business maturity, passion, strong ethics, confidence, and commitment.
• You have the ability to multitask and prioritize effectively in a fast-paced environment.
• You have rotating weekend availability and the understanding that this role requires some weekend shifts.
• You have excellent verbal and written communication skills.
• You have familiarity with webinars and screen-sharing technology.
• You have proficiency in using Salesforce.
• You have a background in, or knowledge of, the auto repair industry-particularly with independent shops (preferred but not required).
• You have strong strategic planning and implementation skills.
• You have an assertive, passionate, and outgoing personality, along with a strong work ethic and high energy level.
• You have the ability to manage multiple projects in a fast-paced, high-pressure environment.
• You have a natural curiosity and a desire to understand how things work.
• You have a good sense of humor and enjoy bringing positivity to your work environment.

What you'll get:
• Effective your first day: Full medical, vision, and dental
• 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday
• Up to 14 weeks of parental leave
• Monthly wellness subsidy
• Work from home reimbursement
• Flexible spending account
• 401(k) retirement savings plan
• Employee stock purchase plan
• Compensation range is $57,000 - $78,000. You may also be offered benefits.

Closing:

At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education - and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include "Playing Well With Others" and "Authenticity."

We're proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience.

We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California).

We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or 415-969-8488.

Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes.

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