Customer Experience Specialist

Grapevine, TX
Full Time
Operations
Mid Level

Join our team and be part of something truly transformational!

We are different.
Under the name of CareGard Warranty Services, Automotive Financial Group (AFG) was founded in 1994. Within the past 30 years AFG has become a leader in vehicle service contracts and protection products. Through partnerships with car dealerships, finance companies, and automotive manufacturers (OEM), CareGard has redefined the standards of service in the automotive industry. Driven by a profound mission to enhance the automotive landscape, CareGard has tirelessly worked towards nurturing talent and fostering a culture rooted in values of trust and reliability. Today, it stands as a titan among extended warranty providers, celebrated for its exceptional Google ratings and unwavering commitment to excellence.

Excellence is in our DNA.
At CareGard, we are always looking for the best talent on the planet.   Our people have an ownership mentality in everything we do.  We exude initiative, accountability, and an unyielding pursuit of excellence. Our culture is built on integrity, innovation, and passion. Together, these values create an atmosphere that allows us to surpass customer expectations and cultivate deep-seated relationships built on trust. As we chart our course through new and existing growth opportunities, we invite those who dare to dream, who are dedicated to becoming the finest versions of themselves, and who approach challenges with a visionary problem-solving mindset to grow with us.

Once in a Lifetime Opportunity.
We are growing every day.  Right now, we are looking for the perfect Customer Experience Specialist to add to our incredible team. In some ways, we are looking for a needle in a haystack.  A difference-maker. 

The Customer Experience Specialist is a dedicated professional known for their reliability, strong communication skills, and collaborative spirit. They thrive in a team environment and excel at supporting a variety of stakeholders across the organization. Naturally curious and detail-oriented, they approach challenges like puzzles—analyzing every angle to find thoughtful, effective solutions. Their commitment to clarity and resolution drives them to leave no question unanswered and no issue unresolved.

Lastly, we are looking for a person who is interested in being a part of something bigger than themselves.  Someone who is more interested in joining a family, not finding another job.  

What’s next?
Are you the needle in the haystack we are looking for?  If so, reach out immediately so we can call off our extensive search. 

Top Responsibilities:
  • Customer Experience & Support
    • Resolve open issues, consumer inquiries, and partner concerns in a timely and effective manner
    • Educate internal teams to ensure comprehensive understanding of consumer contracts and services
    • Coach and guide customers through onboarding and support journeys, ensuring best-in-class service
    • Maintain and enforce customer service level agreements (SLAs) to meet performance goals
  • Inbox, Document & Communication Management
    • Monitor and manage the Support inbox, handling inquiries related to Dash, W-9/ACH forms, and partner questions
    • Draft and send clear, professional communications to agents and dealers regarding updates, issues, and program changes
  • Commission Review & Distribution
    • Review and send out monthly commission statements
    • Ensure accuracy of commission reports by validating system updates before distribution
    • Work with accounting and sales to reconcile any discrepancies

Minimum Qualifications:
  • 2+ years of experience in operations, customer support, or account coordination, preferably in automotive warranty, insurance, or finance industries
  • Strong attention to detail and organizational skills
  • Ability to manage multiple priorities with a proactive, solution-oriented mindset
  • Excellent written and verbal communication skills
  • Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
  • Experience using CRM or ticketing tools is a plus

Benefits offered:
  • Professional Development
  • Health/Dental/Vision insurance
  • Company provided Life Insurance & Short-Term Disability
  • Nine Paid Holidays
  • Weekends off
  • Paid Time off
  • Employee Engagement & Birthday Celebrations

Hourly rate: $46,600 – $67,900 annually (based on experience)
 
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