Collision Center Customer Service Representative

Job Description

Job Description

Desoto Collision Center is looking to add motivated and dedicated members to our Team.

The Collision Center Customer Service Representative is responsible for providing superior customer service to DCC customers throughout the repair process. The position helps to manage the center's volume. CSRs are also expected to manage customer payments and maintain accounts receivable collection balances in line with DCC's standards. Duties including answering phones, scheduling repairs, typing correspondence, preparing reports, data entry, billing and filing. The position also provides general administrative support to the Manager and Estimator positions.

• Consistently gathers customer information and providing basic information about DCC's services. Accepts feedback and coaching on continuously improving sales skills, and gives feedback to other team members. Greets and assists customers by phone or in person, schedules vehicles for estimates or drop offs, checks in vehicles and assist in delivering or picking up customers.
• Monitors work volume scheduled for center.
• Maintains a broad knowledge base of insurance partner requirements regarding authorizations, billing and load level processes.
• Obtains appropriate information from morning admin meetings and follows up on all assigned action items to properly update customers. Assists in resolving problems if customer cannot pick up vehicle when completed.
• Assists in carrying out DCC's process on customer communication throughout the repair process (every other day at a minimum). Ensures that all customers understand the CSI “10â€? survey process.
• Maintains his/her workspace in an organized manner, as well as monitoring the reception area/rest rooms to ensure they remain neat and clean. Adheres to DCC dress code and wears appropriate safety equipment.
• Perfom other duties as assigned by Manager to ensure efficient and effective business operations.