Customer Advocate

About Fat Fender Garage

Fat Fender Garage is a premier custom automotive shop specializing in high end classic truck builds, chassis fabrication, and full restoration projects. Our reputation is built on craftsmanship, creativity, and a world class client experience from concept to completion.

Position Summary

The Customer Advocate is the primary point of contact for FFG customers throughout the life of their build, owning communication, approvals, and status updates from kickoff through delivery. This role reports to the Division Manager and works closely with the Production Manager and Floor Lead to make sure what the customer hears matches what is actually happening on the floor. The Customer Advocate does not manage schedules or technical work directly, the role exists to keep the customer informed, confident, and in control of decisions as their build progresses.

This is a relationship and trust building role. FFG customers are making significant investments in custom, high end builds, and the Customer Advocate is who they turn to for honest, timely answers, especially when costs or timelines shift.

Key Responsibilities

● Staff the customer service phone line and serve as the single point of contact for assigned builds

● Communicate with customers by phone, video, and text on approvals and status updates

● Run a proactive update cadence rather than only responding to inbound contact

● Use photo and video to show real, current progress on the vehicle

● Document every customer interaction in the CRM

● Own the approval workflow for scope changes, presenting increased costs in a way that keeps the customer feeling informed and in control, never framed as an upsell

● Run a post delivery check in to confirm satisfaction and catch any issue before it becomes a complaint or review

● Guide customers through the first steps of the process if they express interest in selling a vehicle

● Track special customer dates and milestones to support hospitality touches

● Flag any at risk or unhappy customer to the Division Manager immediately

● Answer inbound calls and texts within the same business day

Qualifications

● 2 or more years of experience in a customer facing role, account management, or client services, ideally in automotive, luxury goods, or another high value custom product environment

● Comfortable delivering both good news and bad news to customers directly and factually, without over softening or hiding the details

● Strong written and verbal communication skills across phone, video, and text

● Working knowledge of CRM systems; HubSpot experience is a plus

● Highly organized, able to track multiple active builds and customer conversations at once without letting anything slip

● Comfortable working closely with production staff to get accurate, current status before speaking with a customer

● High school diploma or equivalent required; some college or hospitality, sales, or account management training preferred

Physical and Work Environment Requirements

● On site position based in Gilbert, Arizona

● Primarily office and phone based, with regular time spent on the production floor to check job status and capture photo and video updates

● Must be comfortable walking an active fabrication and paint shop floor, following all posted PPE and safety requirements while on the floor

● Standard office hours aligned to FFG's 4x10 schedule, Monday through Thursday, with availability for occasional customer contact outside standard hours

Value Added Skills (Preferred, Not Required)

● Familiarity with classic trucks, custom fabrication, or the restoration and hot rod industry

● Experience in a hospitality or high touch client service environment

● Bilingual communication skills

● Experience supporting sales or account teams through a purchase or project lifecycle

Compensation & Structure

Full-time position with benefits, paid time off and opportunity for growth within FFG's Operations and Sales organization as the shop scales

Pay: $25.00 - $30.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person