Customer Service Representative

Job Description

Job Description

Speedway Collision is seeking a professional, friendly, and highly organized Customer Service Representative to join our Indianapolis team. This position serves as an essential connection between our customers and repair professionals, helping ensure every customer feels informed, respected, and supported throughout the collision repair process.

Benefits and Perks

• Competitive compensation 
• Paid time off 
• Career growth and advancement opportunities 
• Professional training and development 
• Supportive, team-oriented work environment 

Job Summary

As a Customer Service Representative, you will guide customers through the administrative and communication portions of their repair experience—from the initial phone call through vehicle delivery. You will answer questions, collect accurate information, provide repair-status updates, coordinate appointments, and assist with customer concerns.

The ideal candidate is compassionate, dependable, comfortable using computers, and able to communicate calmly and professionally with customers who may be experiencing the stress and inconvenience of an accident.

Key Responsibilities

• Greet customers in person and provide a welcoming, professional first impression 
• Answer and manage a high volume of incoming telephone calls, emails, and customer inquiries 
• Listen carefully to customers, identify their needs, collect relevant information, and determine the appropriate next step 
• Schedule estimates, repair appointments, vehicle drop-offs, and deliveries 
• Provide timely repair-status updates using information supplied by the production and estimating teams 
• Explain the collision repair process in clear, customer-friendly language 
• Follow approved telephone scripts, communication procedures, and customer-service standards 
• Accurately document customer conversations, requests, concerns, and follow-up activities 
• Assist with obtaining customer and vehicle information, insurance details, authorizations, and other required documentation 
• Coordinate communication among customers, insurance representatives, rental providers, vendors, and internal team members 
• Address customer concerns professionally and escalate issues to management when appropriate 
• Maintain organized electronic and paper records 
• Support front-office operations, including scanning, filing, data entry, and general administrative responsibilities 
• Protect customer privacy and confidential business information 
• Participate in training and team meetings to maintain current knowledge and strengthen customer-service skills 
• Help maintain a clean, organized, and professional customer reception area 
• Contribute to team goals for customer satisfaction, communication quality, and operational performance 

Qualifications

• High school diploma or GED required 
• Previous customer service, receptionist, administrative, automotive, or collision repair experience preferred 
• Excellent telephone, written, and face-to-face communication skills 
• Friendly, professional, and compassionate approach to customer service 
• Strong active-listening and problem-solving abilities 
• Comfortable using computers, email, customer-management systems, and standard office software 
• Ability to learn collision repair terminology and workflow procedures 
• Highly organized with strong attention to detail 
• Ability to prioritize responsibilities and manage time effectively 
• Capable of remaining calm, courteous, and solution-focused under pressure 
• Dependable, punctual, and committed to following through on customer needs 
• Ability to work independently while contributing to a team environment 

What Success Looks Like

A successful CSR at Speedway Collision makes customers feel confident that they and their vehicles are in capable hands. They communicate proactively, document information accurately, follow through on commitments, and work closely with the entire team to create an exceptional repair experience.

Speedway Collision is an equal opportunity employer. Employment decisions are based on qualifications, merit, and the needs of the business.