Customer Experience & Vehicle Intake Coordinator

📌 Core Information

🔹 Job Title: Customer Experience & Vehicle Intake Coordinator

🔹 Company: Clutch Technologies Inc.

🔹 Location: Vancouver, British Columbia, Canada

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Being the welcoming face of the Sell-to-Clutch (STC) experience.
• Guiding customers through vehicle drop-off processes.
• Ensuring accurate vehicle inspections and documentation.
• Assisting with vehicle transportation when needed.

ASSUMPTION: This role is critical in establishing a positive first impression with customers and involves operational duties. The face-to-face nature points to an emphasis on interpersonal skills.

📋 Key Responsibilities

✅ Serve as the initial point of contact for STC customers.

✅ Ensure smooth and professional vehicle drop-offs.

✅ Conduct vehicle inspections using specialized software.

✅ Manage all associated paperwork accurately.

✅ Possibly drive a branded flatbed truck to pick up vehicles.

✅ Uphold a clean driving record and prioritize safety.

ASSUMPTION: Responsibilities focus on both customer interaction and operational logistics. Training for truck driving suggests company investment in employee development.

🎯 Required Qualifications

Education: Not explicitly specified, typically high school diploma or equivalent expected for such roles.

Experience: At least 2 years of customer-facing experience required.

Required Skills:

• Valid Class 5 Driver’s License
• Strong communication and people skills
• Knowledge and passion for automobiles
• Attention to detail and teamwork

Preferred Skills:

• Prior experience in automotive sales or service
• Familiarity with logistics and transportation

ASSUMPTION: Communication skills and a passion for cars are essential for engaging with customers and managing vehicle assessments.

💰 Compensation & Benefits

Salary Range: Not specified; competitive compensation implied.

Benefits:

• Autonomy and ownership of work
• Health and dental benefits
• Flexible scheduling, including evenings and weekends

Working Hours: Typical 40 hours per week, flexible schedule

ASSUMPTION: Compensation reflects industry standards for a similar customer service role, with benefits positioning Clutch as an employee-friendly employer.

📌 Applicant Insights

🔍 Company Context

Industry: Technology, Information, and Internet

Company Size: 201-500 employees, indicating a growing mid-size company with potential for personal impact.

Founded: 2017, within the last decade focused on innovation in the automotive sales space.

Company Description:

• Canada’s leading online used car retailer
• Offers seamless car buying and selling experiences
• Recognized on growth and innovation lists like Deloitte’s Fast 50™ and Fast 500™

Company Specialties:

• Used Car Sales
• Customer Service
• Auto Financing

Company Website: https://www.clutch.ca

ASSUMPTION: Clutch is focused on disrupting traditional car retailing, appealing to tech-savvy customers by leveraging an e-commerce platform.

📊 Role Analysis

Career Level: Entry to mid-level, primarily focusing on customer interactions

Reporting Structure: Likely reports to a CX Manager or team lead

Work Arrangement: Fully on-site role, requires physical presence

Growth Opportunities:

• Potential to advance within customer experience teams
• Opportunities to gain logistical and operational expertise
• Professional development through company-sponsored training (e.g., truck operation)

ASSUMPTION: This role offers growth in operational management within the automotive retail sector.

🌍 Location & Work Environment

Office Type: Customer-facing operations center

Office Location(s): 13700 International Pl, Richmond, BC

Geographic Context:

• Part of BC's automotive retail innovation hub
• Proximity to Vancouver offers access to bustling metropolitan amenities
• Richmond location provides convenient logistical positioning

Work Schedule: Includes evening and weekend shifts to meet customer needs

ASSUMPTION: The Richmond location supports Clutch’s logistics for car drop-offs and preparation.

💼 Interview & Application Insights

Typical Process:

• Initial application screening
• Phone or virtual interview with HR
• In-person interview with the hiring manager

Key Assessment Areas:

• Customer service aptitude
• Problem-solving scenarios
• Automotive knowledge

Application Tips:

• Highlight any automotive experience
• Demonstrate strong interpersonal skills
• Emphasize flexibility and adaptability

ATS Keywords: Customer Service, Automotive Knowledge, Communication Skills, Teamwork

ASSUMPTION: Prior customer service experience will be heavily weighed, with an emphasis on candidates’ alignment with Clutch’s innovative approach.

🛠️ Tools & Technologies

• Vehicle inspection software
• CRM platforms
• Logistics and scheduling software

ASSUMPTION: Tools are focused on enhancing the customer experience and operational efficiency, highlighting Clutch’s investment in technology.

👔 Cultural Fit Considerations

Company Values:

• Innovation in the automotive industry
• Commitment to customer satisfaction
• Inclusivity and diversity in the workplace

Work Style:

• Proactive problem-solving
• Team-oriented collaboration
• Adaptability to fast-paced environments

Self-Assessment Questions:

• Are you passionate about transforming industries?
• How do you handle high-pressure situations?
• Can you effectively communicate with diverse customer groups?

ASSUMPTION: Candidates should share a passion for innovation and customer excellence, crucial for fit within the Clutch culture.

⚠️ Potential Challenges

• Dealing with unpredictable customer volumes
• Navigating high expectations for service quality
• Adapting to a rapidly evolving company environment
• Balancing operational and interpersonal responsibilities

ASSUMPTION: The role demands resilience and flexibility, as customer interactions can vary widely in nature and intensity.

📈 Similar Roles Comparison

• Other automotive retail roles often require more limited face-to-face interaction
• Positions in traditional dealerships may not offer the same level of innovation
• Roles in larger companies might involve more rigid work structures

ASSUMPTION: The Clutch role is notable for its focus on both customer interaction and the application of technology in car retailing.

📝 Sample Projects

• Streamlining vehicle intake processes
• Developing customer feedback mechanisms
• Improving logistical efficiency for vehicle pick-ups

ASSUMPTION: Projects will likely involve teamwork and serve to enhance operational efficiency and customer satisfaction.

❓ Key Questions to Ask During Interview

• How does Clutch measure success in this role?
• What training is provided for vehicle assessment and customer interaction?
• Can you provide insight into a typical day as a coordinator?
• What future expansion plans does Clutch envision that this role may support?
• How is feedback incorporated to improve the customer's experience?

ASSUMPTION: Asking these questions will demonstrate a genuine interest in the company’s operations and your role within it.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Clutch website or LinkedIn
• Prepare a resume tailored to highlight automotive experience and customer service skills
• Include a cover letter addressing your suitability for this role
• Be ready for a multi-step interview process, starting with an HR screening
• Follow up on your application status after two weeks

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.