Inbound Customer Experience Specialist - NO COLD CALLING EVER

## Virtual Assistant Responsibilities The VA will manage customer communication and prepare completed inspection reports. ### Customer Communication 1. Answer inbound calls from warm Google leads. 2. Explain the mobile inspection service using the provided script. 3. Ask: “May I send you the website link where you can enter the vehicle ZIP code, receive instant pricing, and schedule the inspection?” 4. Make sure the customer’s permission is clearly captured in the Quo call summary. 5. Confirm that the customer receives the website link. 6. Answer incoming calls, texts, and emails professionally. 7. Help customers with scheduling questions and basic service questions. 8. Escalate mechanical questions, complaints, or unusual situations to management. This is not a cold-calling or sales position. These customers have already found the company through Google and contacted the business themselves. The VA does not have to pressure, convince, or chase anyone. The VA is not responsible if a customer chooses not to book. ### Inspection Report Process After an inspection is completed, the VA must: 1. Locate the customer’s InspectRide inspection report and bi-directional scan report. 2. Match both reports to the correct customer, appointment, vehicle, and VIN. 3. Confirm that no report or attachment belongs to another customer. 4. Use the VIN to locate the dealership listing and any free vehicle-history information available. 5. Review comparable listings to determine whether the vehicle appears fairly priced. 6. Enter the inspection findings, scan results, vehicle information, pricing information, and relevant notes into the provided ChatGPT report generator. 7. Review the entire generated report carefully before sending it. ChatGPT is only a report-writing tool and can still make mistakes. The VA must verify every statement against the actual inspection report, scan report, listing, and available vehicle information. The VA must: * Remove incorrect, unsupported, duplicated, or invented information. * Confirm that diagnostic codes, prices, vehicle details, and inspection findings are accurate. * Make sure the report does not claim that something was inspected when it was not. * Make sure recommendations are supported by the inspector’s findings. * Remove confusing or robotic wording. * Include no website links in the customer report. * Ensure the final report is clear, professional, specific, and useful. * Never send the raw ChatGPT output without reviewing and correcting it. An inaccurate, generic, or obviously unreviewed AI-generated report could seriously damage the company’s reputation. Every report must look and read like a carefully reviewed professional product. ### Final Delivery 1. Send the completed report to the correct customer email address. 2. Attach both the InspectRide report and bi-directional scan report. 3. Confirm that the email was successfully sent. 4. Confirm that the customer receives the final Quo text stating that the report was emailed. 5. Manually send the text or alert management if the automation fails. 6. Record any customer request for a callback or additional explanation.