Automotive Repair Expert, RepairPal (Remote)

Summary

This role will support the RepairPal function of our business. Established in 2007, RepairPal connects consumers with certified trustworthy 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 an Automotive Repair Expert (aka "Car Genius") who will be the professional voice of automotive repair for vehicle owners who have repair-related questions, are seeking advice, or need help finding a trustworthy shop for their repair needs. The ideal candidate has auto repair advocacy in their DNA, believes that knowledge is power when it comes to making auto repair decisions, and wholeheartedly wants to help vehicle owners make more confident and informed decisions when it comes to the maintenance and repair of their cars.

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.

What you'll do:

• You will directly engage via telephone with consumers to answer auto repair-related questions and, ultimately, guide them to a scheduled appointment at a RepairPal Certified shop
• You will engage and respond to consumer’s needs via email, SMS, and chat support
• You will provide your repair expertise to consumers, via phone and email/chat/SMS, in order to drive value across RepairPal partners and shop networks
• You will serve as an internal subject matter expert across various teams and company initiatives
• You will maintain consistent communication with partners to ensure needs and concerns are
  addressed and opportunities for deeper or broader integration are identified
• You will build relationships designed to stimulate referral activity and build trust
• You will provide training and materials to partners, shops, and our internal customer success
  organization to ensure consistent and high-quality information
• You will provide qualitative and quantitative feedback to internal stakeholders on partner and/ or consumer feedback and needs
• You will support estimator claims to ensure resolution for any customers needing assistance with an estimate from our website.
• You will participate in training efforts across multiple internal teams related to ASE Certification

What it takes to succeed:

• You have more than 3 years of experience as an auto repair technician and/or service advisor.
• You are experienced and enjoy communicating with consumers via phone, sms, and chat about vehicle repair needs and recommendations
• You are ASE Certified, or willing to become certified within your first 6 months of employment
• You hold a high level of professionalism and business maturity, passion, ethics, confidence, and commitment
• You have familiarity with webinars and screen share technology
• You are proficient in using Salesforce
• You have excellent written and verbal communication skills
• You are able to manage multiple projects in a fast-paced, high-pressure environment
• You have a sense of curiosity and a desire to learn how things work
• You don’t tire easily at hearing about fellow employees’ dogs

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 for this position is $76,000-$89,000 annually. You may also be offered a bonus and benefits.

Closing

• You will directly engage via telephone with consumers to answer auto repair-related questions and, ultimately, guide them to a scheduled appointment at a RepairPal Certified shop
• You will engage and respond to consumer’s needs via email, SMS, and chat support
• You will provide your repair expertise to consumers, via phone and email/chat/SMS, in order to drive value across RepairPal partners and shop networks
• You will serve as an internal subject matter expert across various teams and company initiatives
• You will maintain consistent communication with partners to ensure needs and concerns are
  addressed and opportunities for deeper or broader integration are identified
• You will build relationships designed to stimulate referral activity and build trust
• You will provide training and materials to partners, shops, and our internal customer success
  organization to ensure consistent and high-quality information
• You will provide qualitative and quantitative feedback to internal stakeholders on partner and/ or consumer feedback and needs
• You will support estimator claims to ensure resolution for any customers needing assistance with an estimate from our website.
• You will participate in training efforts across multiple internal teams related to ASE Certification

• You have more than 3 years of experience as an auto repair technician and/or service advisor.
• You are experienced and enjoy communicating with consumers via phone, sms, and chat about vehicle repair needs and recommendations
• You are ASE Certified, or willing to become certified within your first 6 months of employment
• You hold a high level of professionalism and business maturity, passion, ethics, confidence, and commitment
• You have familiarity with webinars and screen share technology
• You are proficient in using Salesforce
• You have excellent written and verbal communication skills
• You are able to manage multiple projects in a fast-paced, high-pressure environment
• You have a sense of curiosity and a desire to learn how things work
• You don’t tire easily at hearing about fellow employees’ dogs