Customer Service Representative

Job Description

Job Description

Customer Service Representative

Position Summary:
The Customer Service Representative is the first point of contact for customers visiting or calling our auto body collision repair shop. This role is responsible for delivering excellent customer service, managing the repair process from intake to vehicle delivery, and supporting shop operations through clear communication, accurate documentation, and strong organizational skills.

Key Responsibilities:

• Greet customers in a professional, friendly manner and guide them through the repair process.
• Answer phone calls, emails, and online inquiries promptly and accurately.
• Explain repair procedures, timelines, insurance processes, and shop services clearly.
• Provide updates to customers regarding repair status, delays, and estimated completion.
• Handle customer concerns or complaints with professionalism and escalate when necessary.
• Enter and update customer information, repair orders, and job details in the management system.
• Collect payments, prepare invoices, and manage necessary paperwork.
• Assist with filing, scanning, and maintaining accurate customer records

Qualifications:

• Previous customer service or front desk experience (automotive or collision industry preferred).
• Strong communication, problem-solving, and interpersonal skills.
• Professional appearance and a positive, customer-focused attitude.
• Ability to multitask in a fast-paced environment.
• Familiarity with repair management systems (CCC One, Mitchell, etc.) is a plus.
• Basic knowledge of auto body repair or insurance claims is helpful.
• Spanish speaking is a plus!

Skills & Attributes:

• Ability to work efficiently in a fast-paced environment
• Team-oriented with a positive attitude
• Ability to sit, stand & move between shop & office areas

About Us:

Collision Care Xpress knows that automotive repair isn’t just about fixing cars. Our customers need someone they can trust, who will have their car ready on time, and who will take care of them until they get back behind the wheel. We know that the service we provide to them is the most important step in what we do. Our full-service collision center consist modern facilities and contains the latest auto body repair and auto paint technology. As a body shop, we specialize in all types of vehicle repairs including but not limited to cars and trucks. We also hold over 2 dozen OEM Certifications and have great outstanding relaionships with our fleet partners & insurance companies.