Customer Experience Associate – Yard Operations

Peach Cars operates a single-owner model for vehicle sales, focusing on speed, data hygiene, and smooth customer handoffs in the sales journey.

The Customer Experience Associate for Yard Operations is the primary operational contact in the sales journey, responsible for promptly addressing incoming customer inquiries. This involves gathering minimum necessary customer information, accurately routing qualified leads to the correct Relationship Advisor, and ensuring that subsequent steps occur without delay. The position is critical for upholding the company's single-owner operating model by safeguarding top-of-funnel speed, data integrity, and seamless transitions. This is not a sales-focused role; its purpose is to build momentum, ensure accuracy, and instill confidence at the initial point of contact, while escalating any commercial questions, privacy concerns, suspicious requests, or potential customer experience risks through established channels.

1. Promptly respond to customer inquiries received via phone, WhatsApp, email, and walk-ins during operational hours.
2. Greet customers warmly and actively listen to determine if they are a buyer, seller, trade-in customer, or general guest, then confirm or capture essential facts to advance the contact.
3. For buyers or sellers, confirm key details such as vehicle interest, timing, location, preferred contact method, finance interest, and readiness for the next step.
4. Assign each valid sales inquiry to the appropriate Relationship Advisor based on factors like branch, stock type, language, workload, and customer needs.
5. Schedule the initial qualified next step, including consultation calls, viewings, test drives, seller intake calls, or inspection appointments.
6. Send confirmations and reminders, and follow up on any missing basic information required before the next interaction.
7. Create or update CRM records accurately and in real-time.
8. Remove duplicate contacts, ensure all mandatory fields are completed, and prevent any valid lead from remaining unassigned after the first interaction.
9. Monitor for stale initial contacts, broken handoffs, and issues with queue hygiene, escalating them quickly.
10. Immediately escalate sales inquiries rather than providing unauthorized services to customers.
11. Escalate urgent complaints, suspicious behavior, sensitive document issues, privacy concerns, and customer experience risks through the correct channels.
12. Capture only the data necessary to progress the case, avoiding the use of early-stage chat threads as insecure document repositories.
13. Identify and report recurring issues related to lead quality, routing, scripts, or tools to the broader sales operation.
14. Participate in service-quality reviews and contribute to improving the speed and efficiency of the customer intake process.
15. Represent Peach professionally in all initial interactions, recognizing that this role often shapes the customer's first impression of the company.

1. Minimum of 3 years of experience in high-volume customer service, hospitality, retail, telesales, contact-center environments, or similar fast-paced service roles.
2. Demonstrated strong accuracy in data entry, note-taking, and administrative follow-through.
3. Proficiency in using CRM systems, calendars, messaging tools, and multi-channel communication platforms.
4. Excellent written and verbal communication skills, with the ability to remain clear, polite, and effective under pressure.
5. Sound judgment in determining what issues to handle directly and what to escalate immediately.
6. Prior exposure to automotive, marketplace, retail-finance, or structured appointment-setting environments is a plus.
7. A diploma or degree is beneficial if it complements strong service capabilities.
8. Experience in roles where speed, scheduling, and customer courtesy were all simultaneously important.