Customer Service Rep

Job Description: Customer Service Representative

The CSR is the primary contact for all initial customer reception and is responsible for customer care throughout the vehicle repair process. The CSR must be able to secure the customer by being an empathetic listener with the ability to answer basic questions related to the repair process.

FLSA Status: Non-Exempt

Work Location: Full Time Hourly

Job Responsibilities:

• Greet customers professionally and in a timely manner, ensure a high degree of customer service excellence with a warm reception and offer customer comfort items.
• Answer the phone professionally and respond to all voice mails same day, addressing customer inquiries with the appropriate shop team members.
• Inform customer of repair process, insurance claim processing, payment procedures, repair techniques, and expected delivery date of repair.
• Communicate any customer expectations, complaints, service issues or other specific requirements learned from the customer or insurance carrier to Estimator and Center Leader.
• Capture the business for customers who walk through the door or call for an estimate by establishing customer confidence and trust in our abilities and company. This will include being knowledgeable of our certifications and insurance carrier partnerships.
• Follow-up on all Missed Opportunities

• Schedule appointments for the Estimator effectively ensuring accurate and timely calendar updates.

• Oversee processing of initial insurance assignments, customer contact/appointment verification.
• Ensure all “scheduled in” repairs are set up the day before to receive the customer: rental car arrangements, parts review, payment confirmations, create the CCC one file.
• Ensure all documents are scanned in the CCC one file: Check in Sheet, Estimate, Adjusted Sheets, Parts Invoices, Payments, and Final Bills.
• Confirm customer information is accurate and complete for all communication needed.
• Ensure file is ready, vehicle is complete and “CSR Quality Control Checked” before customer is called for vehicle delivery.
• Daily audit of all Parts invoices posted in CCC
• Ensure Banking Transactions & Deposits are posted and completed accurately by deadline.
• Open mail daily and disperse appropriately including invoices and statements.
• Ensure lobbies clean and orderly, customer comfort areas stocked, marketing material available.
• Monitor and replenish office supplies and orders needed for the shop with Center Leader approval.
• Ensure Regulatory Documents, Permits are current, posted and filed appropriately at the shop.
• Ensure safety items are stocked such as first aid kits and safety glasses in the lobbies.

Key Performance Metrics

• Customer Service Index Score 95%, Kept Informed, Net Promoter Score
• Educate the customer on the survey and ask to take the surveys with a monthly goal of 30%.
• Ask for the sale and schedule the repair: 75% Closing Ratio.

Skills/Qualifications:

• Collision University Training required in first 6 months of employment.
• Basic Computer Skills are necessary to navigate company systems & communicate with customers.
• Must be able to multi-task in a high-paced environment with a flexible attitude.
• The ability to read, understand, and perform written instructions accurately and consistently and to work independently as well as with others in an organized manner.

Behavioral Excellence Required:

• Perform all assigned responsibilities according to the Company Standard Operating Procedures.
• Adheres to the company’s non-disclosure and confidentiality policies concerning customer information.

Physical Requirements:

• Ability to work in both office and automotive repair shop environments.
• Ability to sit for extended periods while using a computer, telephone, and other office equipment.
• Ability to stand and walk frequently throughout the workday while assisting customers, inspecting vehicles, and coordinating with shop personnel.
• Ability to move throughout the facility, including office, production, and parking areas.
• Ability to occasionally bend, stoop, reach, and lift materials or office supplies weighing up to 20 pounds.
• Ability to use hands and fingers for frequent typing, data entry, filing, and operation of office equipment.
• Ability to communicate effectively with customers, insurance representatives, vendors, and employees in person, by telephone, and electronically.
• Ability to read, review, and enter information accurately into computer systems and repair management software.
• Ability to visually inspect vehicle damage and identify vehicles in various stages of the repair process.
• Ability to safely navigate around vehicles, equipment, and active repair operations within the shop environment.
• Ability to tolerate exposure to noise, dust, fumes, and varying temperatures when entering production and parking areas.
• Ability to manage multiple tasks and maintain professionalism in a fast-paced customer service environment.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.