WHO WE ARE:

We are Shop Fix Academy! We are a business consulting company for Auto Repair Shops. Our mission is to set Auto Repair Shop owners up for success; to give freedom and confidence to become the businessman/woman they were always meant to be. Our motto is “Change the owner, change the shop,” and that’s exactly what we do; we make a real difference in people’s lives. We are more than just a coaching company that gives business advice and guidance. We lead, encourage, and inspire people to find their inner leader as individuals and owners.
An Internal Customer Support Coordinator primarily works behind the scenes to ensure smooth business operations and the success of the coaching program. They assist and support employees, teams, and departments by helping with internal tools, systems, and processes. Their role focuses on facilitating the efficient delivery of coaching services to auto shop owners, providing support for the coaching team and business operations, rather than interacting with external customers.

KEY RESPONSIBILITIES:

• Employee Support: Provides support to employees by resolving IT issues, managing internal requests, or addressing any internal system concerns.
• Internal Communications: Acts as a liaison between departments to ensure smooth communication, resolve conflicts, and address concerns related to internal operations.
• Training & Onboarding: Helps new coaches and assistant coaches understand and use internal systems or resources, including tools for customer service.
• Process Improvement: Assists in identifying inefficiencies in internal workflows or processes and suggests improvements.
• Resource Management: Manages internal resources, like help desks or tools, to support company functions.
• Reporting & Analytics: Analyzes internal data and reports on support trends to improve internal processes and service delivery.

DAY TO DAY RESPONSIBILITIES:

• Coaching Program Development and Management:
• Resource Management: Manage the internal resources and tools that the coaching team uses to deliver training. This could include customer relationship management (CRM) software, coaching platforms, webinar tools, and scheduling systems.
• Internal Communication and Coordination:
• Internal Liaison: Act as the bridge between the external support team and the coaching team. The internal coordinator communicates with coaches about client issues, content feedback, and improvements needed based on the external team’s reports.
• Scheduling & Logistics: Manage the scheduling of coaching sessions and track registrations for events.
• Operational Support:
• Troubleshooting System Issues: Handle any internal issues related to the systems used for coaching, such as software bugs, user access problems, or scheduling conflicts. They would coordinate with IT or external vendors to resolve technical issues that may impact the coaching experience.
• Process Improvement: Continuously work to improve internal processes for delivering coaching services more efficiently, such as streamlining onboarding, reducing response times, or automating scheduling and communication.
• Reporting and Data Analytics:
• Track Client Metrics: Analyze client engagement and progress data, such as how often clients are attending coaching sessions, whether they’re completing assignments, or if they’re applying what they’ve learned. Share insights with external teams to help improve coaching or customer support strategies.
• Performance Analytics: Track key performance indicators (KPIs) for the business, such as client retention, satisfaction scores, or workshop attendance. This data can help refine the coaching program and internal processes.
• Feedback Implementation: Act on feedback from the external team or clients to enhance coaching materials, customer service, or operations. This could mean adjusting the coaching schedule, offering additional support materials, or making operational improvements.
• Employee/Team Support:
• Coach Support: Provide internal coaching staff with the support they need to deliver effective coaching to clients. This could involve arranging training for coaches, offering administrative support, and helping them with tools and resources.
• Team Coordination: Ensure that all internal team members (e.g., coaches, content creators, support staff) are aligned in their approach and that there’s a consistent internal process to meet the needs of external customers (auto shop owners).