Customer Service Rep

Job Description

Job Description

The Customer Service Representative (CSR) serves as the first point of contact for customers and plays a key role in delivering an exceptional repair experience. They manage working relationships with customers and insurance companies and support the entire repair process—from initial scheduling to final vehicle delivery—by maintaining strong communication between customers, service advisors, and insurance partners. This role is critical in upholding the company’s commitment to professionalism and customer satisfaction.

ESSENTIAL DUTIES

• Schedule appointments for vehicle repair.
• Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation to disassemble vehicles for repairs.
• Greet customers promptly and professionally, collecting necessary vehicle and contact information.
• Introduce customers to the Service Advisor and ensure a smooth handoff.
• Serve as the collision center’s primary point of contact, managing calls, messages, and in-person interactions.
• Document customer interactions, service requests, and repair orders thoroughly
• Maintain a clean and organized lobby, front desk, and customer areas.
• Process and apply customer payments accurately; manage accounts receivable to prevent overdue balances.
• Address customer concerns promptly and professionally to ensure satisfaction.
• Perform additional administrative or customer service tasks as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High school diploma or general education degree (GED);
• 1 year experience in a similar role required;
• 1 year experience in collision repair or similar work environment preferred;
• Proficiency with computers and knowledge of general office equipment required;
• Combination of education and relevant experience will be considered.

Language Skills

• Ability to read and interpret documents.
• Ability to effectively communicate verbally over the phone and in person before groups of customers or employees of the organization.
• Strong written communication skills required.

Physical Demands

• Ability to sit for extended periods while performing computer and administrative tasks.
• Ability to reach below and above shoulder level, kneel, bend, squat, and the ability to lift or move up to 25 pounds of office supplies or files.
• Work is primarily performed in an office environment with minimal exposure to shop areas.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

This role operates in a fast-paced, team-oriented collision center that emphasizes quality, safety, and customer satisfaction. The office and shop environment are dynamic and collaborative, encouraging innovation, accountability, and continuous improvement. Team members work within a professional atmosphere where high standards of workmanship are both expected and supported, and they benefit from a positive culture built on open communication, mutual respect, and shared success.