Customer Service/Sales Representative

Viper Wrap Studio & Car Detailing • Full-time • Pembroke, MA, US • $18 - $25 / hour • 3m ago

Job Overview

The Sales & Customer Service Representative is responsible for converting leads into booked jobs, protecting the customer experience, and helping keep daily operations moving smoothly.

This role is not just about answering calls or sending quotes. It requires someone who can think clearly under pressure, solve problems quickly, handle customer concerns professionally, and take ownership of the sales process from first contact to final follow-up.

The right person must be able to balance sales, communication, scheduling awareness, and issue resolution in a fast-moving environment. This position supports both in-shop and mobile services, including Auto Detailing, Paint Correction, Ceramic Coating, Paint Protection Film (PPF), and Window Tinting.

What This Role Really Requires

This role is best suited for someone who:

stays calm when things get busy
does not freeze when problems come up
can handle customer pressure without becoming emotional or overwhelmed
takes initiative instead of waiting to be told every next step
can prioritize multiple conversations, leads, and issues at once
knows how to turn problems into solutions

This is a front-line role that directly impacts revenue, customer retention, and the company’s reputation.

Key ResponsibilitiesLead Management & Follow-Up

Use the CRM daily to track, update, and move leads through the pipeline. Follow up consistently with speed, accuracy, and intention. Maintain clean records and communicate progress to management.

Inbound & Outbound Sales

Handle incoming calls, texts, and messages with confidence and professionalism. Perform outbound follow-up to close open leads, revive stalled opportunities, and increase booking rate.

Quoting & Service Guidance

Provide accurate estimates, explain services clearly, and help customers choose the right solution based on their needs. Understand the difference between basic price shopping and real buying intent.

Objection Handling

Address pricing, timing, and service concerns with confidence. Stay composed during difficult conversations and guide customers toward the best next step instead of reacting emotionally or defensively.

Problem Solving & Issue Resolution

Identify issues quickly, gather the right information, and take action. Work with operations to solve customer problems, schedule issues, and service concerns in a way that protects both customer experience and company standards.

Schedule Awareness & Coordination

Understand basic shop and mobile scheduling capacity so customer expectations are realistic. Help avoid overpromising, miscommunication, and preventable service issues.

Customer Relationship Management

Build long-term customer relationships through strong communication, timely follow-up, and consistent professionalism before, during, and after the sale.

Administrative Accuracy

Prepare quotes, invoices, sales orders, and customer notes accurately in CRM and POS systems. Small mistakes in this role create bigger operational problems, so detail matters.

Core CompetenciesProblem Solving & Judgment

Quickly identifies the real issue, stays calm, and looks for practical solutions. Knows when to solve independently and when to escalate.

Stress Tolerance & Composure

Remains professional under pressure, during high call volume, difficult customer conversations, schedule changes, or internal issues. Does not shut down, panic, or create more confusion when things get busy.

Sales Ability

Confidently leads conversations, asks the right questions, handles objections, and moves customers toward commitment. Understands that follow-up and consistency drive revenue.

Customer Service Excellence

Communicates with patience, clarity, and control. Can de-escalate concerns and make customers feel heard without overpromising or weakening company standards.

Communication Skills

Speaks clearly, writes professionally, and listens carefully. Can gather facts, explain services simply, and communicate with both customers and the internal team effectively.

Ownership & Accountability

Takes responsibility for results, follows through, and does not wait for others to clean up preventable problems. Understands that this role carries real responsibility.

Organization & Prioritization

Can manage multiple leads, messages, and issues at once without losing track of important details. Keeps CRM organized and stays on top of deadlines and follow-ups.

Adaptability

Can adjust quickly when priorities shift, a schedule changes, or a customer issue develops. Handles change without losing professionalism.

What Success Looks Like in This Role

A strong person in this role:

follows up without being reminded
books jobs consistently
stays composed with difficult customers
solves problems early before they become bigger issues
communicates clearly with the team
does not overpromise
protects customer trust and company standards at the same time

Ideal Background

Preferred experience includes:

sales
customer service
service advising
call handling
hospitality
fast-paced operations
automotive service experience

Automotive industry knowledge is a plus, but mindset matters more. We are looking for someone who is sharp, calm, organized, and solutions-focused.

Not the Right Fit If

This role is likely not a fit for someone who:

gets overwhelmed easily under pressure
avoids hard conversations
needs constant direction for routine problems
struggles to stay organized with multiple moving parts
takes customer frustration personally
waits instead of taking ownership

Why Join Viper Wrap Studio & Car Detailing

This is an opportunity to grow inside a professional, fast-moving automotive service company where strong performance, accountability, and problem-solving matter.

If you are motivated by sales, customer service, real responsibility, and the chance to grow with a company that values standards and execution, we want to hear from you.

Base Pay: $18.00 - $25.00 per hour

Benefits: