Jmedic

Compensation

Full Description

Chat Support Specialist – J Medic (Winston‐Salem, NC) Location: Winston‐Salem, North Carolina (hybrid / in‐office) Employment Type: Full-time (or part-time) Department: Customer Service / Communications Reports To: Customer Service Manager / Shop Manager About J Medic J Medic is a family‐owned, full‐service automotive repair shop in Winston‐Salem, NC, specializing in Jeep, Chrysler, Dodge, and other models. J Medic+1 We pride ourselves on honest communication, reliable service, and treating each vehicle as if it were our own. J Medic+1 We also back our work with a 2‐year / 24,000‐mile warranty to give customers peace of mind. J Medic+1 As we grow, we want to enhance our digital customer experience by adding a Chat Support Specialist to our team. Role Overview You will serve as the first point of contact for customers via our website chat, social media messenger, and SMS. Your goal is to provide timely, helpful, and accurate information, schedule appointments, and escalate complex technical or billing issues to the shop team. Key Responsibilities • Respond in real time (or near real time) to customer inquiries via website chat, Facebook Messenger, Instagram DM, and SMS. • Answer general questions about services, pricing, shop hours, warranty, turnaround times, and appointment availability. • Qualify and capture leads: collect needed information (vehicle make/model/year, issue description, contact info) and schedule appointments in the shop management system. • Escalate technical issues (diagnostics, parts, repairs) to appropriate shop technician or service advisor. • Monitor chat queues, ensure no messages go unanswered beyond acceptable SLA (e.g. 2 minutes). • Document conversation summaries, frequently asked questions, and common issues to build an internal knowledge base. • Collaborate with the front desk and service advisors to maintain consistency of messaging and customer expectations. • Follow up with customers (via chat or message) for updates, confirmations, or satisfaction checks when appropriate. • Provide occasional support via phone, email, or other channels when needed. • Meet performance metrics (e.g. response time, customer satisfaction, conversion of inquiries into appointments). Qualifications & Skills • 1+ years of experience in chat support, live chat, or customer service (automotive or technical service experience is a plus). • Excellent written communication skills: clear, friendly, professional tone; grammar and punctuation awareness. • Ability to multitask: respond to multiple chats simultaneously while referencing systems and knowledge base. • Basic understanding of automotive service terms (or willingness to learn). • Good problem-solving mindset: able to triage, escalate, or propose solutions. • Comfortable using chat software, CRM / auto shop scheduling systems, and standard office tools (Google Workspace, Microsoft Office). • Ability to work flexible hours including evenings or weekends if shop hours require. • Strong customer orientation: patient, empathetic, can de‐escalate situations. Metrics / Performance Indicators • Average response time • Chat abandonment rate • Chat → appointment conversion rate • Customer satisfaction / rating per chat • First contact resolution (where possible) • Escalation rate Compensation & Benefits (sample, adjust as needed) • Hourly wage: $16–$22 / hour (or salary equivalent) • Bonus or commission for conversion of chats into booked appointments • Paid time off, holidays • Health insurance (if full time) • Training in automotive knowledge • Employee discount on services • Opportunity for growth into service advisor, customer service lead Working Conditions • Primarily indoor, office / shop environment • Access to computer, dual monitors (chat + scheduling system) • Occasional phone calls or face-to-face handoffs with shop staff • Some shifts may overlap with shop hours (early morning, evening) Company DescriptionMedium sized shop with 4 bays. 20 plus year history as Specialists for Jeeps, Chrysler, and RAM. Employees are respected assets to our success and are treated as such. We treat those Jeeps, Cars and Trucks entrusted to our care as our patients and we are Holistic in our approach to maintaining their mechanical health.