Consumer Engagement Representative, RepairPal (Remote)

Summary

​​This role will support the RepairPal function of our business. Established in 2007, RepairPal connects consumers with certified trustworthy vehicle 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 a Consumer Engagement Representative with weekend availability* who will work to stimulate repair referrals with our partners and help to ensure their customers have successful outcomes having their cars repaired at our Certified network of auto repair shops.

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.

*PLEASE NOTE: This position follows a rotating weekend schedule, requiring coverage every third weekend. During the assigned weekend rotation, you will work both Saturday and Sunday, along with three weekdays that same week (with Friday off), maintaining a standard 40-hour workweek The shift is 8am to 4:30pm (EST) Monday-Friday with the exception of the rotating weekend coverage.

What you'll do:

• Engage directly with consumers via Live Chat across multiple partner landing pages, answering questions and guiding them toward scheduling appointments with RepairPal Certified shops.
• Communicate with customers through various channels—including live chat, email, review sites, and social media—delivering prompt, courteous, and professional responses to inquiries, concerns, and complaints.
• Identify customer needs and provide clear, comprehensive information about our products, pricing, and services to support informed decision-making.
• Offer technical assistance to customers experiencing issues with website navigation or product usage, ensuring a seamless user experience.
• Accurately document all customer interactions, including inquiries, feedback, and complaints, and take appropriate follow-up actions to resolve issues.
• Maintain up-to-date knowledge of our partners, products, services, and company policies to ensure accurate and timely support.
• Consistently meet or exceed customer service performance standards to drive customer satisfaction and loyalty.
• Share customer insights, concerns, and suggestions with management, contributing to continuous improvement in service delivery and operational efficiency.
• Build trust and rapport with customers to encourage referrals and long-term engagement.
• Provide both qualitative and quantitative feedback to internal teams …